Senior D365 Contact Center Functional Consultant (CCaaS / Omnichannel SME)
Description Position Title: Senior Dynamics 365 Contact Center Functional Consultant (CCaaS / Omnichannel SME) Department: IT - Delivery Start Date: ASAP Location: Remote Requirements About CompQsoft Digital Founded in 1997, CompQsoft Digital is a leading next-generation AI transformation partner focused on helping enterprises reinvent customer engagement and reshape business processes.
With deep expertise in Microsoft AI technologies, we empower organizations to unlock the full potential of AI across their operations. We deliver measurable outcomes by embedding AI into the core of customers people, process, technology driving balanced quality outcomes. Our solutions reduce time-to-value, enhance customer and employee satisfaction, and drive innovation through AI-first strategies. We partner with Microsoft by delivering AI-driven business transformation solutions built on Microsoft technologies such as Azure, Dynamics 365, Microsoft 365, and the Power Platform.
Our goal is to help customers modernize operations, enhance customer engagement, and drive innovation through Microsoft’s cloud and AI offerings. Position Summary We are seeking a highly experienced Senior Dynamics 365 Contact Center Functional Consultant with deep expertise in Dynamics 365 Contact Center (CCaaS) and Omnichannel Customer Service. The ideal candidate will lead customer engagements, design enterprise contact center solutions, gather business requirements, configure Microsoft technologies, and support successful implementations.
The Senior Dynamics 365 Contact Center Functional Consultant will work closely with customers, business stakeholders, solution architects, and technical teams to design and implement Microsoft Dynamics 365 Contact Center and Omnichannel solutions. The consultant will translate business requirements into scalable contact center solutions while leveraging Microsoft Power Platform and Copilot capabilities to improve customer experiences and agent productivity.
Key Responsibilities Business Consulting • Lead client discovery workshops and business process assessments. • Gather and document functional and business requirements. • Translate business needs into Microsoft Dynamics 365 Contact Center solutions. • Recommend industry best practices and process improvements. • Develop functional design documents and solution blueprints. • Conduct solution demonstrations and client presentations. • Support User Acceptance Testing (UAT) and production deployments. Dynamics 365 Contact Center (CCaaS) Design, configure, and implement Microsoft Dynamics 365 Contact Center including: • Contact Center configuration • Voice Channel configuration • Voice routing • Queue management • IVR (Interactive Voice Response) design • Call routing strategies • Call recording configuration • Presence management • Agent experience optimization • Supervisor dashboards • Workforce productivity features • Customer service workflows Omnichannel Customer Service Configure and optimize: • Live Chat • Voice • SMS • Email • Social messaging channels • Digital engagement channels • Unified Agent Desktop • Conversation routing • Customer journey routing • Case management • Knowledge management CCaaS Functional Expertise Design enterprise contact center capabilities including: • Call Flow Design • Skill-Based Routing • Queue Configuration • Queue Prioritization • Overflow Routing • Business Hours Configuration • Agent Desktop Configuration • Agent Skills Management • Presence Configuration • Supervisor Experience • Omnichannel Engagement • Customer Authentication • Customer Journey Optimization • SLA Configuration Power Platform Configure and leverage : • Micr