Dynamics 365 – Contact Center Solution Service

Decskill; Viseu; Presencial; EUR 55 000 - 75 000; Tempo integral

Resumo da oferta

Decskill is seeking a Senior Dynamics 365 Contact Center Consultant to lead the design and implementation of Dynamics 365 Contact Center solutions for a project in Lisbon. You will analyse requirements, configure omnichannel capabilities, and integrate with Azure Communication Services and Microsoft Teams Phone.

Based in Lisbon, you will work closely with business and technical stakeholders to deliver scalable, secure contact center architectures, adopt Copilot innovations, and support migration

Qualificações

• 3+ years of experience implementing Microsoft Dynamics 365 Customer Service and/or Dynamics 365 Contact Center solutions.
• Strong expertise in Dynamics 365 Contact Center including voice, digital channels, queue management, routing and agent experience.
• Proven experience with Azure Communication Services (ACS) including voice calling and telephony integration.
• Experience integrating Dynamics 365 Contact Center with Microsoft Teams Phone and enterprise platforms.
• Familiarity with omnichannel engagement and customer service best practices.
• Experience with Microsoft Power Platform, Dataverse and ecosystem integrations.

Responsabilidades

• Analyse, design, implement, configure, integrate and optimise Dynamics 365 Contact Center solutions.
• Define and document functional and non-functional requirements for Contact Center solutions.
• Design and implement voice, chat, email, SMS and digital channel capabilities within Dynamics 365 Contact Center.
• Configure routing, queue management, workforce productivity, agent workspace and service processes.
• Design telephony architectures leveraging Azure Communication Services and Teams Phone.
• Integrate Dynamics 365 Contact Center with SIP telephony providers and CRM systems.
• Prepare design specifications, technical docs and demos for stakeholders.
• Collaborate with business and technical teams to translate requirements into effective solutions.
• Evaluate existing environments and contribute to migration and transformation initiatives.

Conhecimentos

Dynamics 365

Azure ACS

Omnichannel

Power Platform

CRM integration

AI Copilot

Teams Phone

Formação académica

Degree in Computer Science or similar

Ferramentas

SIP Telephony

Copilot AI

Teams Phone

Dataverse

Azure services

Descrição da oferta de emprego

We are growing. And we are looking for talented people.

At Decskill, we believe that technological excellence is driven by human talent.

We are an IT consulting company with more than 10 years of consolidated experience in the market, focused on building long-term relationships with both our clients and our people. Today, we are a community of over 800 professionals, working from Lisbon, Porto, and Madrid, contributing to impactful technology initiatives.

As part of the Astek Group, we combine a strong local culture with a global presence, being active in around 23 countries across 4 continents. This allows us to offer an international context, diverse challenges, and long-term career opportunities, while staying close to our teams.

We would like to meet a Senior Dynamics 365 Contact Center Consultant - Azure Communication Services for a project in Lisbon.

Responsibilities:

• Analyse, design, implement, configure, integrate and optimise Microsoft Dynamics 365 Contact Center solutions.
• Define and document functional and non-functional requirements for Contact Center solutions.
• Design and implement voice, chat, email, SMS and digital channel capabilities within Dynamics 365 Contact Center.
• Configure and optimise routing, queue management, workforce productivity, agent workspace and customer service processes.
• Design and implement telephony architectures leveraging Azure Communication Services (ACS) and enterprise telephony platforms such as Microsoft Teams Phone.
• Integrate Dynamics 365 Contact Center with SIP-based telephony providers, Microsoft Teams, CRM systems and other enterprise applications.
• Configure and, when required, customise Copilot agents to connect omnichannel inputs with Dynamics 365 workflows.
• Support the design of secure, scalable and highly available Contact Center architectures, including migration scenarios.
• Evaluate existing Contact Center environments and contribute to migration and transformation initiatives.
• Research and adopt Microsoft best practices, new Contact Center capabilities, AI features and Copilot innovations.
• Develop solution design specifications, technical documentation and deliver demonstrations and presentations to business stakeholders.
• Work closely with business and technical stakeholders to translate business requirements into effective Contact Center solutions.

Requirements:

• Degree in Computer Science, Software Engineering, or a similar field.
• 3+ years of experience implementing Microsoft Dynamics 365 Customer Service and/or Dynamics 365 Contact Center solutions.
• Strong expertise in Microsoft Dynamics 365 Contact Center, including voice, digital channels, queue management, routing, agent experience and customer service operations.
• Proven experience with Azure Communication Services (ACS), including voice calling, telephony integration, call automation and communication workflows.
• Experience integrating Dynamics 365 Contact Center with Microsoft Teams Phone, telephony providers and enterprise communication platforms.
• Strong knowledge of omnichannel customer engagement and customer service best practices.
• Experience with Microsoft Power Platform, Dataverse and Dynamics 365 ecosystem integrations.
• Familiarity with Microsoft Azure services relevant to Contact Center solutions, including identity, networking, monitoring and security.
• Understanding of conversational AI, IVR design, voice bots, Copilot and AI-powered customer service scenarios.
• Experience with Contact Center assessments/evaluations and migration scenarios.

Are you looking for an environment that values curiosity and commitment? Here, your contribution has real impact and individual growth is taken seriously.

Find with us the right opportunity to grow!

What you can expect from us

• Long-term projects with national and international context
• Opportunities to grow technically and professionally
• A people-first culture, focused on transparency and trust
• Teams that value ownership, collaboration and stability

At Decskill, we are committed to equal opportunities and non-discrimination. We promote a culture of diversity and inclusion, where recruitment and career progression are based solely on talent, regardless of age, gender, ethnicity, race, nationality, or any other form of discrimination incompatible with human dignity.