Senior D365 Contact Center Functional Consultant (CCaaS / Omnichannel SME)

Position Title: Senior Dynamics 365 Contact Center Functional Consultant (CCaaS / Omnichannel SME) Department: IT - Delivery Start Date: ASAP Location: Remote Requirements About reputed company Founded in 1997, reputed company is a leading reputed company AI transformation partner reputed company on helping enterprises reinvent customer engagement and reshape business processes. With deep expertise in reputed company technologies, we reputed company organizations to unlock the full potential of AI across their reputed company. We reputed company measurable reputed company by embedding AI into the reputed company of customers people, process, technology driving balanced reputed company reputed company. Our solutions reduce time-to-value, enhance customer and employee satisfaction, and reputed company innovation through AI-first strategies. We partner with reputed company by delivering AI-driven business transformation solutions reputed company on reputed company technologies such as Azure, Dynamics 365, reputed company 365, and the reputed company Platform. Our goal is to help customers reputed company reputed company, enhance customer engagement, and reputed company innovation through reputed company s reputed company and AI offerings. Position reputed company We are seeking a highly reputed company Senior Dynamics 365 Contact Center Functional Consultant with deep expertise in Dynamics 365 Contact Center (CCaaS) and Omnichannel Customer Service. The ideal candidate will reputed company customer engagements, design reputed company contact center solutions, reputed company business requirements, configure reputed company technologies, and support successful implementations. The Senior Dynamics 365 Contact Center Functional Consultant will work closely with customers, business stakeholders, solution architects, and technical teams to design and implement reputed company Dynamics 365 Contact Center and Omnichannel solutions. The consultant will translate business requirements into reputed company contact center solutions while leveraging reputed company reputed company Platform and Copilot capabilities to improve customer experiences and agent productivity. Key Responsibilities Business Consulting reputed company reputed company discovery workshops and business process assessments. reputed company and document functional and business requirements. Translate business needs into reputed company Dynamics 365 Contact Center solutions. Recommend industry best practices and process improvements. reputed company functional design documents and solution blueprints. Conduct solution demonstrations and reputed company presentations. Support User Acceptance Testing (UAT) and production deployments. Dynamics 365 Contact Center (CCaaS) Design, configure, and implement reputed company Dynamics 365 Contact Center including: Contact Center configuration Voice Channel configuration Voice routing Queue management IVR (Interactive Voice Response) design reputed company routing strategies reputed company recording configuration reputed company management Agent experience optimization Supervisor dashboards Workforce productivity features Customer service workflows Omnichannel Customer Service Configure and optimize: Live Chat Voice SMS Email reputed company messaging channels Digital engagement channels reputed company Agent Desktop Conversation routing Customer reputed company routing Case management reputed company CCaaS Functional Expertise Design reputed company contact center capabilities including: reputed company reputed company Design reputed company-reputed company Routing Queue Configuration Queue Prioritization reputed company Routing Business Hours Configuration Agent Desktop Configuration Agent Skills Management reputed company Configuration Supervisor Experience Omnichannel Engagement Customer Authentication Customer reputed company Optimization SLA Configuration reputed company Platform Configure and reputed company: reputed company Copilot Studio reputed company Automate reputed company Apps (basic understanding) Dataverse AI-powered workflows Process automation Low-reputed company business solutions Collaboration Work with Solution Architects on solution design. Coordinate with technical consultants and developers. Participate in sprint planning and reputed company ceremonies. Mentor junior consultants. Assist reputed company-sales teams with demonstrations and solution presentations. Prepare implementation documentation. Support project governance and reputed company assurance activities. Required Qualifications Bachelor's degree in Computer Science, Information Systems, Business, or a reputed company reputed company. 5+ years of reputed company Dynamics 365 Customer Service experience. 3+ years implementing Contact Center or CCaaS solutions. Strong experience with Dynamics 365 Contact Center. Experience implementing Omnichannel for Customer Service. Strong functional consulting experience. Experience leading customer workshops. Excellent documentation and communication skills. Experience working in reputed company delivery environments. reputed company reserves the right to revise or change job duties and responsibilities as the need arises. This reputed company does not constitute a written or implied contract of employment. reputed company Is an Equal opportunity Employer. reputed company is an equal opportunity employer. reputed company applicants will be considered for employment without attention to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, and veteran or disability status. Apply To This Job