Dynamics 365 Contact Centre Technical Consultant

TXP; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

TXP is seeking a Dynamics 365 Contact Centre Technical Consultant / Technical Architect to design and deliver complex customer engagement solutions across the Microsoft stack. Expect hands-on work in D365 Contact Centre, Customer Service, Omnichannel and AI-enabled channels.

You will lead end-to-end architecture, integration patterns and governance, coordinating with business and technical stakeholders to ensure scalable, secure and high-performing solutions across telephony, chat and voice

Qualifications

• Extensive hands-on experience designing enterprise-scale Dynamics 365 contact centre ecosystems.
• Proven track record delivering AI-enabled customer engagement solutions.
• Strong leadership across architecture, integration and delivery functions.

Responsibilities

• Lead the technical design and implementation of Dynamics 365 Contact Centre and Customer Service solutions.
• Design end-to-end omnichannel platforms with voice, chat, digital messaging and self-service.
• Configure and optimise Dynamics 365 Omnichannel, Unified Routing, IVR and customer journeys.
• Develop AI-powered customer experiences using Copilot Studio and conversational AI.
• Design integrations with Azure Communication Services, telephony platforms and enterprise apps.
• Define solution architecture, security models and non-functional requirements.
• Support release management, deployment planning and technical governance.
• Provide technical leadership across delivery teams and stakeholder engagement.

Tools

Dynamics 365 Contact Centre

Dynamics 365 Customer Service

Dynamics 365 Omnichannel

Copilot Studio

Azure Communication Services

Power Platform

Customer Insights

Azure Integration Services

Unified Routing

IVR & Voice Channel Design

API & Integration Architecture

AI, Automation & Conversational Experiences

Solution Architecture & Technical Governance

Job description

We are seeking a highly skilled Dynamics 365 Contact Centre Technical Consultant / Technical Architect to design and deliver complex customer engagement and contact centre solutions across the Microsoft technology stack. The successful candidate will possess deep technical expertise across Dynamics 365, Power Platform, Azure and modern digital contact centre platforms, with experience integrating telephony, AI and omnichannel customer service capabilities.

Key Responsibilities

• Lead the technical design and implementation of Dynamics 365 Contact Centre and Dynamics 365 Customer Service solutions.
• Design end-to-end omnichannel customer engagement platforms incorporating voice, chat, digital messaging and self-service capabilities.
• Configure and optimise Dynamics 365 Omnichannel, Unified Routing, IVR and customer journey orchestration.
• Develop AI-powered customer experiences using Copilot Studio, virtual agents and conversational AI technologies.
• Design and implement integrations with Azure Communication Services, telephony platforms and enterprise applications.
• Define solution architecture, security models, integration patterns and non-functional requirements.
• Support environment strategy, release management, deployment planning and technical governance.
• Provide technical leadership across delivery teams and engage directly with business and technical stakeholders.

Technical Skills & Experience

• Dynamics 365 Contact Centre
• Dynamics 365 Customer Service
• Dynamics 365 Omnichannel
• Copilot Studio
• Azure Communication Services
• Power Platform
• Customer Insights
• Azure Integration Services
• Unified Routing
• IVR and Voice Channel Design
• API and Integration Architecture
• AI, Automation and Conversational Experiences
• Solution Architecture and Technical Governance

Ideal Candidate

You will be an experienced Microsoft Business Applications professional with a strong background designing enterprise-scale customer service and contact centre ecosystems. You will bring hands-on experience delivering AI-enabled customer engagement solutions whilst providing technical leadership across architecture, integration and solution delivery functions