Position: Dynamics 365 Contact Centre Telephony Consultant Location: Orchard Street, Lincoln, LN1 1YL Start Date: ASAP Contract Duration: 6+ Months (Hybrid) Working Hours: 25 hours per week, Monday to Friday Pay Rate: £440.53 Per Day Job Reference: OR25492 Job Responsibilities Design, configure, and implement Dynamics 365 Contact Centre solutions. Configure case routing, queues, workstreams, and agent experiences. Set up and manage omnichannel voice, chat, and messaging capabilities. Design and deploy IVR call flows, menus, DTMF handling, call queues, and transfers. Develop Copilot Studio agents and IVR bots, including topics, triggers, variables, and conditional logic. Implement speech recognition, text-to-speech capabilities, error handling, and retries. Integrate Dataverse, Power Automate flows, and Azure Communication Services with Dynamics 365. Monitor, troubleshoot, and optimise telephony performance, including call logs, bot transcripts, and session diagnostics. Ensure security, compliance, and role-based access controls are maintained. Collaborate on Teams Telephony integration, SBC/ICS setup, and session/context handling. Provide expert guidance on solution design, scalability, failover, and user experience. Person Specification Must Have: Proven experience with Dynamics 365 Customer Service / Contact Centre. Strong knowledge of contact centre telephony concepts, including IVR, call routing, and DTMF. Hands-on experience with Copilot ..... full job details .....