Dynamics 365 Contact Centre Telephony ConsultantContract: 6 months | £575 per day | Lincoln - 2 Days
I'm looking for an experienced Dynamics 365 Contact Centre Consultant to join a programme delivering a modern, voice-led contact centre using Dynamics 365 Omnichannel, Copilot Studio, and Azure Communication Services (ACS).
This is a hands-on contract role focused on telephony, IVR, and voice automation, ideal for someone who understands both contact centre operations and Microsoft's voice stack.
What you'll do:
- Design and implement end-to-end call flows and IVR journeys
- Configure Dynamics 365 Customer Service & Omnichannel Voice
- Build Copilot Studio voice-enabled bots (IVR, routing, fallbacks)
- Integrate Azure Communication Services with D365 Omnichannel
- Set up queues, workstreams, business hours, and failover logic
- Build Power Automate flows for call events and bot outcomes
- Troubleshoot call routing, IVR loops, dropped calls, and session issues
- Support Teams Telephony/SBC/ICS integrations where required
What you'll be doing:
- Strong experience with Dynamics 365 Contact Centre/Omnichannel Voice
- Solid telephony & IVR knowledge (DTMF, queues, transfers)
- Hands-on Copilot Studio and ACS experience
- Power Automate and Dataverse integration skills
Immediate interviews available.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
