Remote D365 CE Contact Centre Solutions Architect

Opus Recruitment Solutions Ltd

Greater London

Hybrid

GBP 144,000 - 180,000

Full time

3 days ago

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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.