Job Description
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