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

Confidential; Greater London; Hybrid; GBP 111,000 - 138,000; Full time

Benefits offered by this job

Remote work

Onsite travel support

Job summary

Confidential is seeking an experienced D365 CE Contact Centre Functional & Technical Consultant to support a customer engagement and contact centre transformation programme. You will bridge business requirements with technical delivery, ensuring customer service processes and contact centre capabilities are implemented and optimised.

The role requires strong functional consulting and technical understanding across the Microsoft Dynamics 365 ecosystem, with experience in IVR/IDR, CCAI, and

Qualifications

• 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.

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.

Skills

D365 CE / Customer Service

Functional consulting

CCAI technologies

Telephony integration

IVR/IDR solutions

Agile delivery

Stakeholder management

Workshop facilitation

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