D365 CE Contact Centre Techno/Functional Consultant - Inside IR35 - Mostly Remote - #2160877
Opus Recruitment Solutions Ltd
Date: 2 weeks ago
City: London
Salary:
£600
-
£750
/ day
Contract type: Full time
We are seeking an experienced D365 CE Contact Centre Functional & Technical Consultant to support the delivery and enhancement of a customer engagement and contact centre transformation programme. This role requires a blend of functional consulting expertise and technical understanding across the Microsoft Dynamics 365 ecosystem, customer service technologies, and contact centre solutions.
Working within a multidisciplinary team, you will play a key role in bridging business requirements with technical delivery, ensuring that customer service processes and contact centre capabilities are effectively implemented and optimised.
Key Responsibilities
Working within a multidisciplinary team, you will play a key role in bridging business requirements with technical delivery, ensuring that customer service processes and contact centre capabilities are effectively implemented and optimised.
Key Responsibilities
- Gather, analyse and document business and functional requirements for contact centre and customer service initiatives.
- Configure and enhance Microsoft Dynamics 365 Customer Engagement (CE) solutions.
- Work closely with technical teams to design and implement integrated customer service workflows.
- Support the deployment and optimisation of Contact Centre AI (CCAI) capabilities, including automation and intelligent routing.
- Collaborate with telephony and communications teams to integrate contact centre platforms with D365.
- Contribute to the design and delivery of IVR/IDR (Interactive Voice/Digital Response) solutions.
- Facilitate workshops with business stakeholders and provide expert guidance on best practice customer engagement processes.
- Support testing, user adoption and go-live activities.
- Produce high-quality functional and technical documentation.
- Strong experience delivering Microsoft Dynamics 365 CE / Customer Service solutions.
- Proven background as a Functional Consultant with solid technical understanding.
- Experience working with Contact Centre AI (CCAI) technologies and customer service automation.
- Knowledge of telephony integration within customer service or contact centre environments.
- Experience designing or supporting IVR/IDR solutions.
- Ability to translate business requirements into functional and technical specifications.
- Strong stakeholder management and workshop facilitation skills.
- Experience working within Agile delivery environments.
- Inside IR35
- Rate £600/£750
- Mostly remote with some onsite travel
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Sprinkler Service Engineer
confidential,
13 hours ago
Sprinkler Service Engineer London Salary £Competitive + Company Van + Fuel Card The Client They are a leading provider of innovative fire safety solutions, specializing in the design, installation, and maintenance of advanced fire detection and suppression systems. With a...
Senior IT Infrastructure Project Manager
Deerfoot Recruitment Solutions Ltd,
13 hours ago
Senior IT Infrastructure Project Manager Hybrid - London 6 Month Contract Day rate to be confirmed - Inside IR35 Are you an infrastructure delivery professional who keeps a busy pipeline of BAU change realistic, governed and on budget? We're recruiting...
Branch Administrator
Worth Recruiting - Property Industry Recruitment,
£28,000
-
£32,000
/ year
14 hours ago
An organised and proactive Branch Administrator is required to support a busy residential sales and lettings office in Kentish Town. This role is ideal for someone with strong administrative skills who enjoys working in a fast-paced, customer-focused property environment. Worth...
