JOB SWITCH LTD
Lincoln, Lincolnshire
Dynamics 365 Contact Centre Telephony Consultant 365 Contact Centre Telephony Consultant Platform Skills 365 Contact Centre Telephony Consultant Dynamics 365 Customer Service / Contact Centre 365 Contact Centre Telephony Consultant Case routing, queues, work streams, agent experience Omnichannel configuration (voice, chat, messaging) Telephony & IVR 365 Contact Centre Telephony Consultant Contact centre telephony concepts 365 Contact Centre Telephony Consultant Call flows, IVR menus, DTMF, call queues, transfers Business hours, holidays, failover scenarios Copilot Studio (Agents & IVR Bots) Copilot Studio agent design 365 Contact Centre Telephony Consultant Topics, triggers, variables (local/global) Conditional logic and conversation flow control Voice-enabled bots / IVR agents Speech recognition & text-to-speech concepts Error handling, retries, and graceful fallbacks Integration Dataverse read/write Calling Power Automate flows and connectors Azure Communication Services (ACS) 365 Contact Centre Telephony Consultant ACS fundamentals Voice, SMS, and calling capabilities Phone numbers, call automation, and call routing Integration with Dynamics 365 Connecting ACS to Omnichannel voice Context passing between ACS, Copilot Studio, and D365 Data, Integration & Automation Power Automate Event-driven flows (call start/end, bot outcomes) Logging, notifications, and downstream actions Operational & Non-Functional Skills Monitoring & troubleshooting Call logs, bot transcripts, session diagnostics Identifying dropped calls, looping IVRs, timing issues Security & compliance awareness Role-based access, data protection, call recordings Solution design End-to-end call journey design Failover, scalability, and user experience focus Teams Telephony Integration SBC and ICS Integration Teams ? Dynamics 365 Omnichannel voice integration Session and context handling
Dynamics 365 Contact Centre Telephony Consultant 365 Contact Centre Telephony Consultant Platform Skills 365 Contact Centre Telephony Consultant Dynamics 365 Customer Service / Contact Centre 365 Contact Centre Telephony Consultant Case routing, queues, work streams, agent experience Omnichannel configuration (voice, chat, messaging) Telephony & IVR 365 Contact Centre Telephony Consultant Contact centre telephony concepts 365 Contact Centre Telephony Consultant Call flows, IVR menus, DTMF, call queues, transfers Business hours, holidays, failover scenarios Copilot Studio (Agents & IVR Bots) Copilot Studio agent design 365 Contact Centre Telephony Consultant Topics, triggers, variables (local/global) Conditional logic and conversation flow control Voice-enabled bots / IVR agents Speech recognition & text-to-speech concepts Error handling, retries, and graceful fallbacks Integration Dataverse read/write Calling Power Automate flows and connectors Azure Communication Services (ACS) 365 Contact Centre Telephony Consultant ACS fundamentals Voice, SMS, and calling capabilities Phone numbers, call automation, and call routing Integration with Dynamics 365 Connecting ACS to Omnichannel voice Context passing between ACS, Copilot Studio, and D365 Data, Integration & Automation Power Automate Event-driven flows (call start/end, bot outcomes) Logging, notifications, and downstream actions Operational & Non-Functional Skills Monitoring & troubleshooting Call logs, bot transcripts, session diagnostics Identifying dropped calls, looping IVRs, timing issues Security & compliance awareness Role-based access, data protection, call recordings Solution design End-to-end call journey design Failover, scalability, and user experience focus Teams Telephony Integration SBC and ICS Integration Teams ? Dynamics 365 Omnichannel voice integration Session and context handling
i-Jobs
Lincoln, Lincolnshire
Position: Dynamics 365 Contact Centre Telephony Consultant Location : Orchard Street, Lincoln, LN1 1YL Start Date: ASAP Contract Duration: 6+ Months (Hybrid) Working Hours: 25 hours per week, Monday to Friday Pay Rate: £440.53 Per Day Job Reference: OR25492 Job Responsibilities Design, configure, and implement Dynamics 365 Contact Centre solutions. Configure case routing, queues, workstreams, and agent experiences. Set up and manage omnichannel voice, chat, and messaging capabilities. Design and deploy IVR call flows, menus, DTMF handling, call queues, and transfers. Develop Copilot Studio agents and IVR bots, including topics, triggers, variables, and conditional logic. Implement speech recognition, text-to-speech capabilities, error handling, and retries. Integrate Dataverse, Power Automate flows, and Azure Communication Services with Dynamics 365. Monitor, troubleshoot, and optimise telephony performance, including call logs, bot transcripts, and session diagnostics. Ensure security, compliance, and role-based access controls are maintained. Collaborate on Teams Telephony integration, SBC/ICS setup, and session/context handling. Provide expert guidance on solution design, scalability, failover, and user experience. Person Specification Must Have: Proven experience with Dynamics 365 Customer Service / Contact Centre . Strong knowledge of contact centre telephony concepts, including IVR, call routing, and DTMF . Hands-on experience with Copilot Studio agents and bots . Experience integrating Azure Communication Services with Dynamics 365. Strong Power Automate skills for event-driven flows and automation. Operational experience in monitoring, troubleshooting, and optimising call centre solutions . Excellent solution design skills focusing on failover, scalability, and user experience. Strong collaboration and communication skills . Nice to Have: Experience with Teams Telephony integration and SBC/ICS configuration. Knowledge of security, compliance, and data protection in a contact centre context. Experience with logging, analytics, and operational reporting DISCLAIMER: By applying for this vacancy, you consent to your personal information being shared with our client and any relevant third parties we engage with, for the purpose of assessing your suitability specific organizations or hireSrs to whom you do not wish your details to be disclosed.
Position: Dynamics 365 Contact Centre Telephony Consultant Location : Orchard Street, Lincoln, LN1 1YL Start Date: ASAP Contract Duration: 6+ Months (Hybrid) Working Hours: 25 hours per week, Monday to Friday Pay Rate: £440.53 Per Day Job Reference: OR25492 Job Responsibilities Design, configure, and implement Dynamics 365 Contact Centre solutions. Configure case routing, queues, workstreams, and agent experiences. Set up and manage omnichannel voice, chat, and messaging capabilities. Design and deploy IVR call flows, menus, DTMF handling, call queues, and transfers. Develop Copilot Studio agents and IVR bots, including topics, triggers, variables, and conditional logic. Implement speech recognition, text-to-speech capabilities, error handling, and retries. Integrate Dataverse, Power Automate flows, and Azure Communication Services with Dynamics 365. Monitor, troubleshoot, and optimise telephony performance, including call logs, bot transcripts, and session diagnostics. Ensure security, compliance, and role-based access controls are maintained. Collaborate on Teams Telephony integration, SBC/ICS setup, and session/context handling. Provide expert guidance on solution design, scalability, failover, and user experience. Person Specification Must Have: Proven experience with Dynamics 365 Customer Service / Contact Centre . Strong knowledge of contact centre telephony concepts, including IVR, call routing, and DTMF . Hands-on experience with Copilot Studio agents and bots . Experience integrating Azure Communication Services with Dynamics 365. Strong Power Automate skills for event-driven flows and automation. Operational experience in monitoring, troubleshooting, and optimising call centre solutions . Excellent solution design skills focusing on failover, scalability, and user experience. Strong collaboration and communication skills . Nice to Have: Experience with Teams Telephony integration and SBC/ICS configuration. Knowledge of security, compliance, and data protection in a contact centre context. Experience with logging, analytics, and operational reporting DISCLAIMER: By applying for this vacancy, you consent to your personal information being shared with our client and any relevant third parties we engage with, for the purpose of assessing your suitability specific organizations or hireSrs to whom you do not wish your details to be disclosed.
