Senior Dynamics 365 Contact Center Functional Consultant (Remote)

GiGa-Ops Global Solutions

India

On-site

INR 1,800,000 - 3,600,000

Full time

14 days+

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Job summary

GiGa-Ops Global Solutions seeks a Senior Dynamics 365 Contact Center Functional Consultant with CCaaS and Omnichannel expertise to lead customer engagements, design enterprise contact center solutions, gather requirements, and configure Microsoft technologies for successful implementations.

The role focuses on translating business needs into scalable CCaaS solutions, leveraging Power Platform and Copilot to enhance customer experiences and agent productivity, while collaborating with

Qualifications

Bachelor's degree in CS/IS/Business or related field.
5+ years of Microsoft Dynamics 365 Customer Service experience.
3+ years implementing CCaaS/Contact Center solutions.
Strong experience with Dynamics 365 CCaaS and Omnichannel for Customer Service.
Experience leading customer workshops and agile delivery.

Responsibilities

Lead client discovery workshops and requirements gathering.
Translate business needs into Dynamics 365 CCaaS solutions.
Design and configure contact center including queues, routing, IVR, and voice.
Collaborate with architects and developers; support pre-sales demonstrations.
Mentor junior consultants and prepare implementation documentation.

Skills

Executive presentation skills

Strong consulting mindset

Excellent documentation and communicat

Leadership and mentoring skills

Problem-solving abilities

Team collaboration

Self-driven and proactive

Client workshop leadership

Education

Bachelor's degree in Computer Science, Information Systems, Business, or a related field

Tools

Dynamics 365 CCaaS

Dynamics 365 Customer Service

Omnichannel for Customer Service

Customer Service Workspace

Case Management

Knowledge Management

SLA Management

Queues

Routing Rules

Voice Channel

Digital Messaging

Azure OpenAI/Copilot integration

Microsoft Teams Phone integration

Power Platform

Dataverse

Job description

Executive presentation skills

Senior Dynamics 365 Contact Center Functional Consultant (CCaaS / Omnichannel SME)

Position Summary

We are seeking a highly experienced Senior Dynamics 365 Contact Center Functional Consultant with deep expertise in Dynamics 365 Contact Center (CCaaS) and Omnichannel Customer Service. The ideal candidate will lead customer engagements, design enterprise contact center solutions, gather business requirements, configure Microsoft technologies, and support successful implementations.

The Senior Dynamics 365 Contact Center Functional Consultant will work closely with customers, business stakeholders, solution architects, and technical teams to design and implement Microsoft Dynamics 365 Contact Center and Omnichannel solutions.

The consultant will translate business requirements into scalable contact center solutions while leveraging Microsoft Power Platform and Copilot capabilities to improve customer experiences and agent productivity.

Key Responsibilities

Business Consulting

Lead client discovery workshops and business process assessments.
Gather and document functional and business requirements.
Translate business needs into Microsoft Dynamics 365 Contact Center solutions.
Recommend industry best practices and process improvements.
Develop functional design documents and solution blueprints.
Conduct solution demonstrations and client presentations.
Support User Acceptance Testing (UAT) and production deployments.

Dynamics 365 Contact Center (CCaaS)

Design, configure, and implement Microsoft Dynamics 365 Contact Center including:

Contact Center configuration
Voice Channel configuration
Voice routing
Queue management
IVR (Interactive Voice Response) design
Call routing strategies
Call recording configuration
Presence management
Agent experience optimization
Supervisor dashboards
Workforce productivity features
Customer service workflows

Omnichannel Customer Service

Configure And Optimize

Live Chat

Voice
SMS
Email
Social messaging channels
Digital engagement channels
Unified Agent Desktop
Conversation routing
Customer journey routing
Case management
Knowledge management

CCaaS Functional Expertise

Design Enterprise Contact Center Capabilities Including

Call Flow Design
Skill-Based Routing
Queue Configuration
Queue Prioritization
Overflow Routing
Business Hours Configuration
Agent Desktop Configuration
Agent Skills Management
Presence Configuration
Supervisor Experience
Omnichannel Engagement
Customer Authentication
Customer Journey Optimization
SLA Configuration Power Platform

Configure And Leverage

Microsoft Copilot Studio
Power Automate
Power Apps (basic understanding)
Dataverse
AI-powered workflows
Process automation
Low-code business solutions

Collaboration

Work with Solution Architects on solution design.
Coordinate with technical consultants and developers.
Participate in sprint planning and Agile ceremonies.
Mentor junior consultants.
Assist pre-sales teams with demonstrations and solution presentations.
Prepare implementation documentation.
Support project governance and quality assurance activities.

Required Qualifications

Bachelor's degree in Computer Science, Information Systems, Business, or a related field.
5+ years of Microsoft Dynamics 365 Customer Service experience.
3+ years implementing Contact Center or CCaaS solutions.
Strong experience with Dynamics 365 Contact Center.
Experience implementing Omnichannel for Customer Service.
Strong functional consulting experience.
Experience leading customer workshops.
Excellent documentation and communication skills.
Experience working in Agile delivery environments.

Required Technical Skills

Microsoft Dynamics 365