Dynamics 365 Contact Centre Telephony Consultant 365 Contact Centre Telephony ConsultantPlatform Skills 365 Contact Centre Telephony ConsultantDynamics 365 Customer Service / Contact Centre 365 Contact Centre Telephony ConsultantCase routing, queues, work streams, agent experienceOmnichannel configuration (voice, chat, messaging)Telephony and IVR 365 Contact Centre Telephony ConsultantContact centre telephony concepts 365 Contact Centre Telephony ConsultantCall flows, IVR menus, DTMF, call queues, transfersBusiness hours, holidays, failover scenariosCopilot Studio (Agents and IVR Bots)Copilot Studio agent design 365 Contact Centre Telephony ConsultantTopics, triggers, variables (local/global)Conditional logic and conversation flow controlVoice-enabled bots / IVR agentsSpeech recognition and text-to-speech conceptsError handling, retries, and graceful fallbacksIntegrationDataverse read/writeCalling Power Automate flows and connectorsAzure Communication Services (ACS) 365 Contact Centre Telephony ConsultantACS fundamentalsVoice, SMS, and calling capabilitiesPhone numbers, call automation, and call routingIntegration with Dynamics 365Connecting ACS to Omnichannel voiceContext passing between ACS, Copilot Studio, and D365Data, Integration and AutomationPower AutomateEvent-driven flows (call start/end, bot outcomes)Logging, notifications, and downstream actionsOperational and Non-Functional SkillsMonitoring and troubleshootingCall logs, bot transcripts, session ..... full job details .....