What do we offer?Long-term projectOpportunity to work with modern Microsoft Contact Center technologiesTechnically challenging environment focused on customer experience and AIHands-on role covering solution design, configuration, integration and optimizationWe 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 CenterExperience designing and configuring voice solutions on Microsoft platformsExperience with Azure Communication Services (ACS)Experience configuring IVR, queues, workstreams, skills and capacityStrong knowledge of Unified Routing and intelligent interaction distributionExperience with digital channels such as chat and messagingExperience with Copilot Studio for bots, self-service and conversational IVRExperience applying Microsoft Copilot and AI capabilities to customer serviceExperience with Contact Center integrations and third-party systemsExperience participating in testing,



go-live and post-production optimizationExperience with Contact Center metrics, analytics and supervisor capabilitiesAbility to design and optimize customer service processes and interaction flowsExperience troubleshooting complex Contact Center configurations and integrationsKey focus areasDynamics 365 Contact CenterVoice & TelephonyIVR & Conversational IVRUnified RoutingChat & Messaging ChannelsContact Center IntegrationsTesting & Go-LiveContact Center Analytics & MonitoringHighly valued experienceExperience with voice and telephony projects on Dynamics 365 Contact CenterExperience migrating from other Contact Center / CCaaS platformsExperience with Azure Communication ServicesExperience with BYOC / Direct RoutingExperience with WEM (Workforce Engagement Management)Experience with Quality Management solutionsExperience with Contact Center analytics and reportingMicrosoft certifications related to Dynamics 365, Power Platform or Azu

📌 Dynamics 365 Contact Center Specialist (Madrid)
🏢 Pixie Services
📍 Madrid