D365 CE Contact Centre Techno/Functional Consultant - Inside IR35 - Mostly Remote

Opus Recruitment Solutions Ltd; Greater London; Hybrid; GBP 144,000 - 180,000; Full time

Benefits offered by this job

Inside IR35

Rate £600/£750 per day

Job summary

Opus Recruitment Solutions Ltd is seeking an experienced D365 CE Contact Centre Functional & Technical Consultant to support a customer engagement and contact centre transformation programme in the UK. The role blends functional consulting with technical delivery across the Microsoft Dynamics 365 ecosystem, CCAI and IVR/IDR, with close collaboration to telephony teams and Agile delivery practices.

The role focuses on bridging business requirements with technical delivery, ensuring contact centre

Qualifications

• Delivery of Dynamics 365 CE / Customer Service solutions.
• Functional consultant with solid technical understanding.
• Experience with Contact Centre AI (CCAI) and telephony integration.
• Experience with Agile delivery environments.

Responsibilities

• Gather, analyse and document business and functional requirements for contact centre and customer service initiatives.
• Configure and enhance Microsoft Dynamics 365 Customer Engagement (CE) solutions.
• Collaborate with technical teams to design and implement integrated customer service workflows.
• Support the deployment and optimisation of Contact Centre AI (CCAI) capabilities, including automation and intelligent routing.
• Collaborate with telephony and communications teams to integrate contact centre platforms with D365.
• Contribute to the design and delivery of IVR/IDR solutions.
• Facilitate workshops with business stakeholders and provide expert guidance on best practice customer engagement processes.
• Support testing, user adoption and go-live activities.
• Produce high-quality functional and technical documentation.

Skills

D365 CE

Functional consulting

Technical understanding

Agile delivery

Tools

Microsoft Dynamics 365 CE/Customer Service

CCAI

Job description

We are seeking an experienced D365 CE Contact Centre Functional & Technical Consultant to support the delivery and enhancement of a customer engagement and contact centre transformation programme. This role requires a blend of functional consulting expertise and technical understanding across the Microsoft Dynamics 365 ecosystem, customer service technologies, and contact centre solutions.

Working within a multidisciplinary team, you will play a key role in bridging business requirements with technical delivery, ensuring that customer service processes and contact centre capabilities are effectively implemented and optimised.

Key Responsibilities

• Gather, analyse and document business and functional requirements for contact centre and customer service initiatives.
• Configure and enhance Microsoft Dynamics 365 Customer Engagement (CE) solutions.
• Work closely with technical teams to design and implement integrated customer service workflows.
• Support the deployment and optimisation of Contact Centre AI (CCAI) capabilities, including automation and intelligent routing.
• Collaborate with telephony and communications teams to integrate contact centre platforms with D365.
• Contribute to the design and delivery of IVR/IDR (Interactive Voice/Digital Response) solutions.
• Facilitate workshops with business stakeholders and provide expert guidance on best practice customer engagement processes.
• Support testing, user adoption and go-live activities.
• Produce high-quality functional and technical documentation.

Essential Experience

• Strong experience delivering Microsoft Dynamics 365 CE / Customer Service solutions.
• Proven background as a Functional Consultant with solid technical understanding.
• Experience working with Contact Centre AI (CCAI) technologies and customer service automation.
• Knowledge of telephony integration within customer service or contact centre environments.
• Experience designing or supporting IVR/IDR solutions.
• Ability to translate business requirements into functional and technical specifications.
• Strong stakeholder management and workshop facilitation skills.
• Experience working within Agile delivery environments.

Other Details

• Inside IR35
• Rate £600/£750
• Mostly remote with some onsite travel