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