Microsoft contact Centre and customer Consultant Functional

Job description

Minimum 5 years of relevant experience implementing Microsoft contact centre and customer service solutions, including delivery across both current and previous versions of the Microsoft CCaaS / customer engagement stack. Functional Skills & Responsibilities - Gather and analyse contact centre business requirements; map to Microsoft Dynamics 365 Contact Center and Digital Contact Center Platform capabilities. - Configure omnichannel routing, unified routing, workstreams, queues, SLAs, and case management across voice, chat, SMS, email, and social channels. - Design and configure IVR / conversational flows, agent and supervisor experiences, knowledge management, and CSAT/sentiment analytics. - Implement Copilot for Service and AI-assisted agent productivity, including conversation summaries and knowledge suggestions. - Lead workshops, prepare functional design documents, support UAT, training, and hypercare; advise on contact centre best practices and adoption.