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

Job Description

Job Description

Description:

 

Position Title: Senior Dynamics 365 Contact Center Functional Consultant (CCaaS / Omnichannel SME)

Department: IT - Delivery

Start Date: ASAP

Location: Remote

Requirements:

About CompQsoft Digital

Founded in 1997, CompQsoft Digital is a leading next-generation AI transformation partner focused on helping enterprises reinvent customer engagement and reshape business processes. With deep expertise in Microsoft AI technologies, we empower organizations to unlock the full potential of AI across their operations. 

We deliver measurable outcomes by embedding AI into the core of customers people, process, technology driving balanced quality outcomes. Our solutions reduce time-to-value, enhance customer and employee satisfaction, and drive innovation through AI-first strategies. 

We partner with Microsoft by delivering AI-driven business transformation solutions built on Microsoft technologies such as Azure, Dynamics 365, Microsoft 365, and the Power Platform. Our goal is to help customers modernize operations, enhance customer engagement, and drive innovation through Microsoft’s cloud and AI offerings.

Position Summary

We are seeking a highly experienced Senior Dynamics 365 Contact Center Functional Consultant with deep expertise in Dynamics 365 Contact Center (CCaaS) and Omnichannel Customer Service. The ideal candidate will lead customer engagements, design enterprise contact center solutions, gather business requirements, configure Microsoft 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 Microsoft Dynamics 365 Contact Center and Omnichannel solutions.

The consultant will translate business requirements into scalable contact center solutions while leveraging Microsoft Power Platform and Copilot capabilities to improve customer experiences and agent productivity.

Key Responsibilities

Business Consulting

• Lead client discovery workshops and business process assessments. 

• Gather and document functional and business requirements. 

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

• Recommend industry best practices and process improvements. 

• Develop functional design documents and solution blueprints. 

• Conduct solution demonstrations and client presentations. 

• Support User Acceptance Testing (UAT) and production deployments. 

Dynamics 365 Contact Center (CCaaS)

Design, configure, and implement Microsoft Dynamics 365 Contact Center including:

• Contact Center configuration 

• Voice Channel configuration 

• Voice routing 

• Queue management 

• IVR (Interactive Voice Response) design 

• Call routing strategies 

• Call recording configuration 

• Presence management 

• Agent experience optimization 

• Supervisor dashboards 

• Workforce productivity features 

• Customer service workflows 

Omnichannel Customer Service

Configure and optimize:

• Live Chat 

• Voice 

• SMS 

• Email 

• Social messaging channels 

• Digital engagement channels 

• Unified Agent Desktop 

• Conversation routing 

• Customer journey routing 

• Case management 

• Knowledge management 

CCaaS Functional Expertise

Design enterprise contact center capabilities including:

• Call Flow Design 

• Skill-Based Routing 

• Queue Configuration 

• Queue Prioritization 

• Overflow Routing 

• Business Hours Configuration 

• Agent Desktop Configuration 

• Agent Skills Management 

• Presence Configuration 

• Supervisor Experience 

• Omnichannel Engagement 

• Customer Authentication 

• Customer Journey Optimization 

• SLA Configuration 

Power Platform

Configure and leverage :

• Microsoft Copilot Studio 

• Power Automate 

• Power Apps (basic understanding) 

• Dataverse 

• AI-powered workflows 

• Process automation 

• Low-code business solutions 

Collaboration

• Work with Solution Architects on solution design. 

• Coordinate with technical consultants and developers. 

• Participate in sprint planning and Agile ceremonies. 

• Mentor junior consultants. 

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

• Prepare implementation documentation. 

• Support project governance and quality assurance activities. 

Required Qualifications

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

• 5+ years of Microsoft 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 Agile delivery environments. 

The Company reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment. Compqsoft Digital Is an Equal opportunity Employer.

CompQsoft Digital is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.