Dynamics 365 Contact Center Engineer | D365 Contact Center | Omnichannel | Unified Routing | Voice | Copilot | £85,000 + Benefits | Remote UK
We’re working with a major global organisation that is investing in the implementation and continued development of Microsoft Dynamics 365 Contact Center.
They’re looking for a hands‑on Lead Dynamics 365 Contact Center Engineer to take ownership of the platform, helping design, configure and optimise an enterprise customer service environment across voice and digital channels.
This isn’t a general Dynamics 365 or Power Platform position. The priority is finding someone with genuine hands‑on experience implementing and supporting Dynamics 365 Contact Center.
You’ll need strong experience across areas such as:
- Omnichannel customer engagement
- Voice and digital messaging channels
- Unified and skills-based routing
- Queues and workstreams
- IVR and conversational experiences
- Agent Experience Profiles
- Presence and capacity management
- SLAs and service entitlements
You’ll work directly with operational teams and business stakeholders, translating service requirements into scalable technical solutions that improve customer experience, agent productivity and wider service performance.
The role will also support a broader contact centre transformation programme, including the adoption of AI‑powered agent experiences, customer self‑service and intelligent automation.
Experience across the following would be particularly useful:
- Copilot for Customer Service
- Power Apps, Power Automate and Dataverse
- Dynamics 365 Customer Service
- Customer Insights
- API integrations, plugins or PCF controls
We’d be particularly interested in speaking with people who have delivered a full Dynamics 365 Contact Center implementation or helped replace a legacy platform such as Genesys, NICE, Cisco, Mitel or Five9.
You don’t need to be an expert across the entire Dynamics ecosystem. Strong Dynamics 365 Contact Center capability is the priority, with broader Power Platform, Copilot and customer engagement experience considered advantageous.
Remote working across the UK
If you’ve implemented Dynamics 365 Contact Center and understand how modern contact centre operations work across voice, digital channels, routing and agent experience.
Lead Dynamics 365 Contact Center Engineer | D365 Contact Center | Omnichannel | Unified Routing | Voice | Copilot | £85,000 + Benefits | Remote UK
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D365 Contact Center Engineer employer: Cloud Decisions
Join a dynamic and supportive team at a growing Managed Service Provider, where you can take full ownership of exciting Microsoft 365 projects while working fully remotely from the UK. With a focus on professional development, you'll have access to opportunities for Microsoft certifications and work with cutting-edge technologies, all within a culture that values collaboration and innovation. This role not only offers a competitive salary but also the chance to make a meaningful impact on SMB and mid-market customers as they modernise their Microsoft environments.
