Dynamics 365 Contact Center Specialist
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we offer
? Long-term project Opportunity to work with modern Microsoft Contact Center technologies Technically challenging environment focused on customer experience and AI Hands-on role covering solution design, configuration, integration and optimization We are looking for a specialist with strong experience designing and configuring Dynamics 365 Contact Center / Customer Service Omnichannel solutions. Strong hands-on experience with Dynamics 365 Contact Center Experience designing and configuring voice solutions on Microsoft platforms Experience with Azure Communication Services (ACS) Experience configuring IVR, queues, workstreams, skills and capacity Strong knowledge of Unified Routing and intelligent interaction distribution Experience with digital channels such as chat and messaging Experience with Copilot Studio for bots, self-service and conversational IVR Experience applying Microsoft Copilot and AI capabilities to customer service Experience with Contact Center integrations and third-party systems Experience participating in testing, go-live and post-production optimization Experience with Contact Center metrics, analytics and supervisor capabilities Ability to design and optimize customer service processes and interaction flows Experience troubleshooting complex Contact Center configurations and integrations Key focus areas Dynamics 365 Contact Center Voice & Telephony IVR & Conversational IVR Unified Routing Chat & Messaging Channels Contact Center Integrations Testing & Go-Live Contact Center Analytics & Monitoring Highly valued experience Experience with voice and telephony projects on Dynamics 365 Contact Center Experience migrating from other Contact Center / CCaaS platforms Experience with Azure Communication Services Experience with BYOC / Direct Routing Experience with WEM (Workforce Engagement Management) Experience with Quality Management solutions Experience with Contact Center analytics and reporting Microsoft certifications related to Dynamics 365, Power Platform or Azure If you are a Dynamics 365 Contact Center Specialist, Omnichannel Consultant or Microsoft Contact Center Engineer with strong hands-on experience in voice, routing, omnichannel and Copilot, we'd love to hear from you If this opportunity is not the right fit for you, we would really appreciate it if you could share it with someone in your network who might be a better match. For more information, feel free to contact me: dgutierrez@pixie-services.com
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