We’re seeking an experienced Dynamics 365 Contact Centre Telephony Consultant to join a fast-paced team, supporting advanced contact centre telephony solutions. This is an exciting opportunity for a hands-on consultant with expertise in Dynamics 365 Customer Service, Omnichannel voice, and telephony integrations.
*Orchard Street, Lincoln, Lincolnshire, LN1 1YL
*£400 per day - 6-month contract (likely extension)
*Hybrid: 2 days per week in the office (Tuesday & Wednesday)
What You’ll Do:*Configure and optimise Dynamics 365 Omnichannel for voice, chat, and messaging
*Design case routing, queues, work streams, and agent experiences
*Build Copilot Studio agents & IVR bots with conditional logic, speech recognition, and fallback handling
*Integrate Azure Communication Services (ACS) with Dynamics 365 and Omnichannel voice
*Develop Power Automate flows for event-driven actions, notifications, and downstream processes
*Ensure robust solution design, failover, scalability, and a seamless user experience
*Monitor, troubleshoot, and optimise contact centre operations, call flows, and IVR performance
*Support Teams Telephony integration, including SBC/ICS setup and context handling
What We’re Looking For:*Proven experience with Dynamics 365 Customer Service / Omnichannel
*Strong knowledge of contact centre telephony concepts: IVR, call routing, queues, DTMF, failover
*Hands-on experience with Copilot Studio agent design and voice-enabled bots
*Solid understanding of ACS fundamentals and integration with D365
*Experience with Power Automate, Dataverse, and event-driven flows
*Excellent troubleshooting, monitoring, and operational skills
*Awareness of security, compliance, and data protection requirements
Apply now to join a team delivering state-of-the-art contact centre experiences.