Job Description
Dynamics 365 Contact Centre Telephony Consultant (IT)
Location: Lincoln (Hybrid – 2 days onsite: Tuesday & Wednesday)
Contract: Temporary (25 weeks)
Start Date: 1st April 2026
Hours: 37 hours per week
Rate:
* PAYE: £440.53 per day
* Umbrella/Ltd: £579.29 per day
* IR35 Status: Outside IR35
The Role
Ribble Recruitment is supporting a local authority in sourcing a highly skilled Dynamics 365 Contact Centre Telephony Consultant to support a key transformation project within their IT Enterprise Architecture function.
This role will focus on the design, configuration, and optimisation of a modern contact centre environment leveraging Dynamics 365, Omnichannel, and telephony integrations.
Key Responsibilities
* Design and configure Dynamics 365 Customer Service / Contact Centre solutions
* Build and optimise Omnichannel experiences (voice, chat, messaging)
* Develop and manage call flows, IVR menus, queues, and routing logic
* Implement Copilot Studio bots and IVR agents, including conversation design and logic
* Integrate Azure Communication Services (ACS) with Dynamics 365 and Omnichannel voice
* Develop Power Automate flows for event-driven processes and automation
* Ensure robust end-to-end call journey design, including failover and scalability
* Monitor and troubleshoot call performance, logs, and bot interactions
* Support Teams telephony integration, including SBC and ICS components
* Maintain security, compliance, and data protection standards
Candidate Requirements
* Proven experience delivering Dynamics 365 Contact Centre / Customer Service solutions
* Strong understanding of Omnichannel configuration and telephony/IVR concepts
* Hands-on experience with Copilot Studio (agents, bots, IVR design)
* Experience integrating Azure Communication Services (ACS) with Dynamics 365
* Strong knowledge of Power Automate and event-driven workflows
* Experience with Teams telephony integration (SBC/ICS)
* Ability to design scalable, resilient, and user-focused contact centre solutions
* Strong troubleshooting and diagnostic capability across telephony and bot systems
Additional Information
* Hybrid working: 2 days onsite per week in Lincoln (Tuesday & Wednesday)
* Interview date: 25th March 2026 (Teams)
* Submission deadline: 23rd March 2026
Compliance Requirements
* Right to work in the UK
* 5 years’ references/work history
* Confidentiality Agreement
* Criminal Convictions Declaration
About Ribble Recruitment
Ribble Recruitment is assisting the hiring organisation with candidate sourcing, screening, and the initial stages of the recruitment process.
For more information or to apply, please contact:
Lewis Ashcroft