Senior D365 Contact Center Functional Consultant – CCaaS, Omnichannel SME

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate client discovery workshops and assess business processes.

• Collect and document both functional and business requirements.

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

• Suggest industry best practices and enhancements to processes.

• Create functional design documents and solution blueprints.

• Conduct solution demonstrations and presentations for clients.

• Assist in User Acceptance Testing (UAT) and support production deployments.

• Design, configure, and implement Microsoft Dynamics 365 Contact Center, including features such as contact center, voice channel, routing, queues, IVR, call recording, presence, agent experience, dashboards, workforce productivity, and customer service workflows.

• Configure and enhance live chat, voice, SMS, email, social messaging, digital engagement, unified agent desktop, conversation and customer journey routing, case management, and knowledge management.

• Design enterprise CCaaS capabilities such as call flows, skill-based routing, queue configuration and prioritization, overflow routing, business hours, agent desktop and skills management, presence, supervisor experience, omnichannel engagement, customer authentication, journey optimization, and SLA configuration.

• Configure and utilize Microsoft Copilot Studio, Power Automate, Power Apps, Dataverse, AI-powered workflows, process automation, and low-code business solutions.

• Collaborate with Solution Architects on solution design.

• Coordinate with technical consultants and developers.

• Engage in sprint planning and Agile ceremonies.

• Mentor junior consultants.

• Support pre-sales teams with demonstrations and solution presentations.

• Prepare documentation for implementations.

• Aid in project governance and quality assurance activities.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Systems, Business, or a related discipline.

• Over 5 years of experience with Microsoft Dynamics 365 Customer Service.

• More than 3 years of experience implementing Contact Center or CCaaS solutions.

• Strong proficiency in Dynamics 365 Contact Center.

• Experience with the implementation of Omnichannel for Customer Service.

• Significant functional consulting experience.

• Proven experience in leading customer workshops.

• Exceptional documentation and communication skills.

• Experience in Agile delivery environments.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote working options.