Remote D365 CE Contact Center: Functional & Tech Consultant

Opus Recruitment Solutions Limited; Greater London; Híbrido; GBP 111 000 - 138 000; Tempo integral

Resumo da oferta

Opus Recruitment Solutions Limited seeks an experienced D365 CE Contact Centre Functional & Technical Consultant to support delivery and enhancements of a customer engagement and contact centre transformation programme. You will blend functional consulting with technical delivery to implement and optimise customer service processes.

Responsibilities include gathering requirements, configuring D365 CE, integrating telephony, and enabling CCAI and IVR/IDR solutions.

Qualificações

• Strong experience delivering Microsoft Dynamics 365 CE / Customer Service solutions.
• Proven background as a Functional Consultant with solid technical understanding.
• Experience with Contact Centre AI (CCAI) technologies and customer service automation.
• Knowledge of telephony integration within contact centre environments.
• Experience designing or supporting IVR/IDR solutions.

Responsabilidades

• 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.

Conhecimentos

Dynamics 365 CE

Functional consultant

CCAI

telephony integration

IVR/IDR

Agile delivery

Descrição da oferta de emprego

Opus Recruitment Solutions Limited seeks an experienced D365 CE Contact Centre Functional & Technical Consultant to support delivery and enhancements of a customer engagement and contact centre transformation programme. You will blend functional consulting with technical delivery to implement and optimise customer service processes.

Responsibilities include gathering requirements, configuring D365 CE, integrating telephony, and enabling CCAI and IVR/IDR solutions.