Microsoft Dynamics CCaaS Deployment SME

Microsoft Dynamics CCaaS Deployment SME

£750 a day

3 Month Contract – Outside IR35

Remote with ability to travel to Glasgow/London if required.

We are seeking a highly experienced Microsoft Dynamics CCaaS Deployment SME to support a strategic contact centre transformation programme. The ideal candidate will have hands-on experience deploying Microsoft’s Contact Centre as a Service (CCaaS) solution, with deep knowledge of its architecture, integration capabilities, and multi-channel deployment strategies.

Key Responsibilities:

• Lead the deployment of Microsoft Dynamics CCaaS across voice and digital channels (including webchat).
• Design and implement a high-containment, automated IVR using Copilot Studio, ensuring seamless customer journeys and efficient call routing.
• Integrate CCaaS with existing enterprise systems via APIs, ensuring robust data flow and operational consistency.
• Collaborate with engineering, architecture, and business teams to define and deliver scalable contact centre solutions.
• Provide technical leadership and guidance on best practices for CCaaS configuration, customisation, and optimisation.

Essential Skills & Experience:

• Proven track record of deploying Microsoft CCaaS in enterprise environments.
• Strong understanding of the API and integration layer within Microsoft Dynamics and CCaaS.
• Experience designing and deploying multi-channel contact centres, including voice and webchat.
• Expertise in building automated IVRs with high containment rates using Copilot Studio.
• Ability to troubleshoot complex integration issues and optimise performance across channels.
• Excellent stakeholder communication and documentation skills.

Desirable:

• Microsoft certifications related to Dynamics or Azure.
• Experience with AI-driven customer engagement tools.
• Familiarity with compliance and data protection standards in contact centre environments.