Dynamics 365 Customer Service (Premium) - Contact Centre

Job description We are looking for a Lead Consultant with strong hands-on experience in Dynamics 365 Customer Service Premium to drive a contact centre implementation.

Key Responsibilities

• Lead end-to-end delivery of D365 Contact Centre (design build testing hypercare)
• Configure call routing, queues, and omnichannel workflows
• Build DTMF-based IVR flows using Copilot Studio
• Integrate Microsoft Teams Voice Channel with D365
• Work closely with telephony and integration specialists
• Ensure secure payment integration within voice/IVR journeys Requirements:
• Proven experience in D365 Customer Service Premium (2023+)
• Hands-on delivery of contact centre / voice channel projects
• Strong expertise in Copilot Studio (IVR design)
• Experience with Teams Voice integration & telephony architecture
• Ability to own workstream delivery in a fast-paced environment