Job Description
2-Month Contract(Extendable)
Role summary
We are looking for a Dynamics 365 Customer Engagement consultant to handle the configuration and implementation of a Dynamics 365 Contact Center solution, translating business requirements into working solution components. This is a hands-on configuration role, not a pro-code development role: the majority of the work sits in the Customer Service and Omnichannel admin centres, Power Platform, and Dataverse.
The engagement is short and fixed. You will be productive from week one, working directly with business stakeholders to shape and build the solution rather than ramping into an existing team.
What you'll do
- Configure and administer Dynamics 365 Contact Center and Dynamics 365 Customer Service
- Set up Omnichannel for Customer Service — channels, workstreams, unified routing rules, queues, SLAs, and agent experience configuration
- Configure Dataverse: tables, relationships, forms, views, business rules, security roles, and data management
- Build business process and workflow automation using Power Automate, business process flows, and Power Apps (model-driven and canvas)
- Run requirements gathering and solution design workshops with business and operations stakeholders, and document the resulting design
- Support user adoption — configuration walkthroughs, UAT support, agent and supervisor enablement, and knowledge transfer at handover
Must have
- Demonstrable hands-on configuration of Omnichannel for Customer Service — you have personally set up channels, workstreams, and unified routing rules in a live environment
- Dynamics 365 Customer Service configuration and administration
- Dataverse configuration and data management
- Power Platform: Power Apps and Power Automate
- Business process and workflow configuration
- Experience running requirements gathering and solution design workshops
- Contact centre domain understanding — queues, routing, SLAs, case lifecycle, agent and supervisor workflows
- Experience supporting training and user adoption
- Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field
More Info
Key Skills
Dynamics 365 Contact Center
Dynamics 365 Customer Engagement
Business process and workflow configuration
Omnichannel for Customer Service
Dataverse
Dynamics 365 Customer Service
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