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
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
Voice & Telephony
IVR & Conversational IVR
Unified Routing
Chat & Messaging Channels
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: ******
#J-*****-Ljbffr

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