We are looking for a Dynamics 365 Contact Center Specialist

We are looking for an experienced professional specialized in Microsoft Dynamics 365 Contact Center / Customer Service Omnichannel to join a long-term project focused on customer service transformation, omnichannel interactions, intelligent routing, voice and AI-powered customer experiences.

This is not a generalist Dynamics 365 role. The focus will be on Microsoft Contact Center and its surrounding technology ecosystem, with strong expertise in voice, routing, omnichannel capabilities and Copilot.

? What do we offer?

Long-term project

Opportunity to work with modern Microsoft Contact Center technologies

Technically challenging environment focused on customer experience and AI

Hands-on role covering solution design, configuration, integration and optimization

? DYNAMICS 365 CONTACT CENTER SPECIALIST

We are looking for a specialist with strong experience designing and configuring Dynamics 365 Contact Center / Customer Service Omnichannel solutions.

Strong hands-on experience with Dynamics 365 Contact Center

Experience designing and configuring voice solutions on Microsoft platforms

Experience with Azure Communication Services (ACS)

Experience configuring IVR, queues, workstreams, skills and capacity

Strong knowledge of Unified Routing and intelligent interaction distribution

Experience with digital channels such as chat and messaging

Experience with Copilot Studio for bots, self-service and conversational IVR

Experience applying Microsoft Copilot and AI capabilities to customer service

Experience with Contact Center integrations and third-party systems





Experience participating in testing, go-live and post-production optimization

Experience with Contact Center metrics, analytics and supervisor capabilities

Ability to design and optimize customer service processes and interaction flows

Experience troubleshooting complex Contact Center configurations and integrations

? Key focus areas

Dynamics 365 Contact Center

Customer Service Omnichannel

Voice & Telephony

Azure Communication Services (ACS)

IVR & Conversational IVR

Unified Routing

Queues, Workstreams, Skills & Capacity

Chat & Messaging Channels

Copilot Studio

Microsoft Copilot & AI

Contact Center Integrations

Testing & Go-Live

Contact Center Analytics & Monitoring

? Highly valued experience

Experience with voice and telephony projects on Dynamics 365 Contact Center

Experience migrating from other Contact Center / CCaaS platforms

Experience with Azure Communication Services

Experience with BYOC / Direct Routing

Experience with WEM (Workforce Engagement Management)

Experience with Quality Management solutions

Experience with Contact Center analytics and reporting

Microsoft certifications related to Dynamics 365, Power Platform or Azure

If you are a Dynamics 365 Contact Center Specialist, Omnichannel Consultant or Microsoft Contact Center Engineer with strong hands-on experience in voice, routing, omnichannel and Copilot, we’d love to hear from you!

If this opportunity is not the right fit for you, we would really appreciate it if you could share it with someone in your network who might be a better match.

For more information, feel free to contact me: ✉️ [email protected]

📌 Dynamics 365 Contact Center Specialist - FREELANCE (España)
🏢 Pixie
📍 España