Senior Dynamics 365 Contact Center & Azure ACS Consultant

Decskill; Lisboa; Presencial; EUR 50 000 - 75 000; Tempo integral

Resumo da oferta

Decskill is seeking a skilled Dynamics 365 professional to drive customer service and contact center initiatives from Lisbon. You will design, implement and optimize omnichannel solutions, integrating ACS, Teams Phone and enterprise systems to deliver seamless agent experiences.

Join a growing IT consulting team focused on long-term client partnerships. You will collaborate with Agile teams, gather requirements and translate business needs into scalable Microsoft technology solutions while

Qualificações

• 3+ years of hands-on experience implementing Microsoft Dynamics 365 Customer Service and/or Dynamics 365 Contact Center solutions.
• Strong expertise in Dynamics 365 Contact Center including omnichannel engagement, voice, routing, queues and agent experience.
• Proven experience with Azure Communication Services (ACS) focusing on voice calling and workflows.
• Knowledge of Contact Center telephony architectures (SIP, Trunks, SBCs, Direct Routing, Operator Connect).
• Experience integrating Dynamics 365 Contact Center with Microsoft Teams Phone and other CRM/enterprise systems.
• Good knowledge of Microsoft Power Platform and Dataverse.
• Experience with Azure services for identity, networking, monitoring, security and high availability.
• Understanding of Conversational AI, IVR, Voice Bots and AI-powered customer service.
• Experience with Contact Center solution design, implementation, configuration, optimization and migration.
• Ability to gather/document functional/non-functional requirements and translate business needs into technical solutions.
• Experience with Agile delivery teams in enterprise-scale environments.
• Strong communication and stakeholder management skills.
• Fluent English (written and spoken) is mandatory.
• Strong analytical and problem-solving skills and willingness to learn new Microsoft technologies and Contact Center capabilities.

Conhecimentos

3+ years experience

Dynamics 365 CS/CC

Azure Communications Services

Phone/Voice integration

Contact Center architecture

Power Platform/Dataverse

Agile delivery

Stakeholder management

Fluent English

Analytical problem-solving

Ferramentas

Microsoft Dynamics 365

Azure services

ACS

SIP/SBC/Direct Routing

Teams Phone integration

Power Platform

Dataverse

Descrição da oferta de emprego

Decskill is seeking a skilled Dynamics 365 professional to drive customer service and contact center initiatives from Lisbon. You will design, implement and optimize omnichannel solutions, integrating ACS, Teams Phone and enterprise systems to deliver seamless agent experiences.

Join a growing IT consulting team focused on long-term client partnerships. You will collaborate with Agile teams, gather requirements and translate business needs into scalable Microsoft technology solutions while