Senior Dynamics 365 Contact Center Functional Consultant -USA (Remote)

Senior Dynamics 365 Contact Center Functional Consultant (CCaaS / Omnichannel SME)

Position Summary

We are seeking a highly experienced Senior Dynamics 365 Contact Center Functional Consultant with deep expertise in Dynamics 365 Contact Center (CCaaS) and Omnichannel Customer Service. The ideal candidate will lead customer engagements, design enterprise contact center solutions, gather business requirements, configure Microsoft technologies, and support successful implementations.

The Senior Dynamics 365 Contact Center Functional Consultant will work closely with customers, business stakeholders, solution architects, and technical teams to design and implement Microsoft Dynamics 365 Contact Center and Omnichannel solutions.

The consultant will translate business requirements into scalable contact center solutions while leveraging Microsoft Power Platform and Copilot capabilities to improve customer experiences and agent productivity.

Key Responsibilities

Business Consulting

• Lead client discovery workshops and business process assessments.


• Gather and document functional and business requirements.


• Translate business needs into Microsoft Dynamics 365 Contact Center solutions.


• Recommend industry best practices and process improvements.
  
  
  


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  Develop functional design documents and solution blueprints.

  
  


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  Conduct solution demonstrations and client presentations.

  
  


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  Support User Acceptance Testing (UAT) and production deployments.

  
  

  Dynamics 365 Contact Center (CCaaS)

  
  

  Design, configure, and implement Microsoft Dynamics 365 Contact Center including:

  
  
  


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  Contact Center configuration

  
  


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  Voice Channel configuration

  
  


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  Voice routing

  
  


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  Queue management

  
  


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  IVR (Interactive Voice Response) design

  
  


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  Call routing strategies

  
  


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  Call recording configuration

  
  


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  Presence management

  
  


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  Agent experience optimization

  
  


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  Supervisor dashboards

  
  


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  Workforce productivity features

  
  


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  Customer service workflows

  
  

  Omnichannel Customer Service

  
  

  Configure and optimize:

  
  
  


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  Live Chat

  
  


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  Voice

  
  


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  SMS

  
  


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  Email

  
  


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  Social messaging channels

  
  


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  Digital engagement channels

  
  


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  Unified Agent Desktop

  
  


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  Conversation routing

  
  


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  Customer journey routing

  
  


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  Case management

  
  


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  Knowledge management

  
  

  CCaaS Functional Expertise

  
  

  Design enterprise contact center capabilities including:

  
  


• Call Flow Design


• Skill-Based Routing


• Queue Configuration


• Queue Prioritization


• Overflow Routing


• Business Hours Configuration


• Agent Desktop Configuration


• Agent Skills Management


• Presence Configuration


• Supervisor Experience


• Omnichannel Engagement


• Customer Authentication


• Customer Journey Optimization


• SLA Configuration
  

  Power Platform

  
  

  Configure and leverage:

  
  


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  Microsoft Copilot Studio

  
  


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  Power Automate

  
  


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  Power Apps (basic understanding)

  
  


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  Dataverse

  
  


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  AI-powered workflows

  
  


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  Process automation

  
  


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  Low-code business solutions

  
  

  Collaboration

  
  
  


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  Work with Solution Architects on solution design.

  
  


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  Coordinate with technical consultants and developers.

  
  


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  Participate in sprint planning and Agile ceremonies.

  
  


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  Mentor junior consultants.

  
  


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  Assist pre-sales teams with demonstrations and solution presentations.

  
  


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  Prepare implementation documentation.

  
  


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  Support project governance and quality assurance activities.

  
  

  Required Qualifications

  
  
  


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  Bachelor's degree in Computer Science, Information Systems, Business, or a related field.

  
  


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  5+ years of Microsoft Dynamics 365 Customer Service experience.

  
  


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  3+ years implementing Contact Center or CCaaS solutions.

  
  


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  Strong experience with Dynamics 365 Contact Center.

  
  


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  Experience implementing Omnichannel for Customer Service.

  
  


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  Strong functional consulting experience.

  
  


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  Experience leading customer workshops.

  
  


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  Excellent documentation and communication skills.

  
  


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  Experience working in Agile delivery environments.

  
  

  Required Technical Skills

  
  

  Microsoft Dynamics 365

  
  
  


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  Dynamics 365 Contact Center

  
  


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  Dynamics 365 Customer Service

  
  


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  Omnichannel for Customer Service

  
  


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  Customer Service Workspace

  
  


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  Case Management

  
  


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  Knowledge Management

  
  


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  SLA Management

  
  


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  Queues

  
  


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  Routing Rules

  
  


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  Voice Channel

  
  


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  Digital Messaging

  
  


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  AI Agent implementation experience.

  
  


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  Azure OpenAI/Copilot integration knowledge.

  
  


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  Experience integrating telephony providers.

  
  


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  Experience with Microsoft Teams Phone integration.

  
  


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  Contact Center migration experience.

  
  


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  Experience in enterprise digital transformation projects.

  
  

  Soft Skills

  
  
  


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  Strong consulting mindset

  
  


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  Excellent customer-facing communication

  
  


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  Executive presentation skills

  
  


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  Problem-solving abilities

  
  


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  Leadership and mentoring skills

  
  


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  Strong analytical thinking

  
  


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  Ability to manage multiple client engagements

  
  


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  Excellent documentation skills

  
  


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  Team collaboration

  
  


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  • Self-driven and proactive
  
  
  
  

  Success Metrics

  
  
  
  
  • Successful delivery of Dynamics 365 Contact Center implementations.
  
  
  • High customer satisfaction (CSAT).
  
  
  • On-time and on-budget project delivery.
  
  
  • Increased customer adoption of Microsoft Contact Center capabilities.
  
  
  • Effective automation using Power Platform and Copilot Studio.
  
  
  • Quality functional documentation and solution design.
  
  
  • Contribution to pre-sales and solution innovation.