Dynamics 365 Call Centre Operations Consultant - East Midlands (Hybrid)

Permanent | Remote

Are you a Dynamics 365 Customer Engagement specialist with a passion for building exceptional customer service and contact centre experiences? Do you enjoy designing solutions that bring together omnichannel engagement, Teams Telephony, Live Chat, and Voice to create seamless customer journeys?

A leading organisation in the East Midlands is looking for an experienced D365 CE Functional Consultant to help shape the future of their contact centre operations and drive intelligent, real‑time engagement across all channels.

⭐ What You'll Do

Lead end‑to‑end functional design and delivery of D365 CE Customer Service, including Customer Service Workspace and Omnichannel.
Configure and deploy Live Chat, Voice, Email, and ACS (Azure Communication Services) to enhance customer interactions.
Integrate and optimise Teams Telephony across the Dynamics 365 ecosystem.
Partner with business stakeholders to understand needs and turn them into scalable, intuitive solutions.
Support cross‑platform integrations and ensure alignment with security, governance, and best practices.
Deliver workshops, training, and user adoption sessions.
Provide expert post‑implementation support and help drive continuous improvement.

🔧 What You'll Bring

5+ years as a D365 CE Functional Consultant specialising in Customer Service.
Strong knowledge of Omnichannel for Customer Service and wider contact centre operations.
Hands‑on experience deploying Live Chat, Voice, Email, and ACS channels.
Proven background integrating Teams Telephony with D365.
Familiarity with telephony technologies and call centre systems.
Good understanding of the Power Platform (Power Apps, Power Automate).
Excellent communication and stakeholder engagement skills.
Strong documentation and functional design capability.
Working knowledge of ALM and DevOps.

💡 Desirable Extras

Experience with Azure services, Power BI, or Customer Insights.
Knowledge of ITIL and service management processes.
Exposure to Copilot, AI features, or sentiment analysis.
Relevant Microsoft certifications (D365 Customer Service, Power Platform).

🎁 What's on Offer

Competitive salary
25 days annual leave + bank holidays
Pension scheme
Life assurance
Employee discounts platform
Private medical cover (after qualifying period)
Learning & development programmes
Annual company‑wide event
Modern office environment with facilities such as a gym, canteen, prayer/quiet rooms (site dependent)