Lead D365 Contact Center Engineer: Omnichannel & Copilot

Cloud Decisions Ltd; United States; Remote; GBP 77,000 - 94,000; Full time

Benefits offered by this job

Remote UK

Benefits

Job summary

Cloud Decisions Ltd. is seeking a hands-on Lead Dynamics 365 Contact Center Engineer to own the platform, design, configure and optimise an enterprise customer service environment across voice and digital channels.

The role focuses on delivering real-world D365 Contact Center implementations with strong routing, IVR and agent experience capabilities, and will support AI-enabled agent experiences and automation. Remote UK availability is offered.

Qualifications

• Hands-on experience implementing and supporting Dynamics 365 Contact Center.
• Strong knowledge of omnichannel engagement across voice and digital channels.
• Experience with unified routing, queues and workstreams.
• Experience with AI-powered agent experiences and automation is a plus.

Responsibilities

• Design, configure and optimise a Dynamics 365 Contact Center across channels.
• Collaborate with stakeholders to translate service requirements into scalable solutions.
• Support contact centre transformation initiatives including AI-powered features.

Skills

Omnichannel engagement

Voice channels

Unified routing

IVR design

Agent experience

Power Platform basics

Conversations and Copilot

Tools

Power Apps

Dataverse

APIs & PCF

Job description

Cloud Decisions Ltd. is seeking a hands-on Lead Dynamics 365 Contact Center Engineer to own the platform, design, configure and optimise an enterprise customer service environment across voice and digital channels.

The role focuses on delivering real-world D365 Contact Center implementations with strong routing, IVR and agent experience capabilities, and will support AI-enabled agent experiences and automation. Remote UK availability is offered.