Senior Dynamics 365 CC Consultant with ACS & Azure

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

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