Microsoft Dynamics Consultant

Il y a 4 heures

Arrondissement of BrusselsCapital, Brussels, Belgique MPower Plus Temps plein
  • Lead end‑to‑end architecture and implementation of Microsoft Dynamics 365 Contact Center solutions
  • Conduct requirement discovery and design workshops focused on contact center journeys
  • Design voice, IVR, and omnichannel routing architectures aligned to business needs
  • Define high‑level and low‑level architecture covering telephony, bots, integrations, security, and data flows
  • Architect IVR call flows, intelligent routing, queue strategies, and agent experience
  • Lead integration with telephony providers, bots (Copilot / Power Virtual Agents), and third‑party systems
  • Govern configuration, deployment, release planning, and environment strategy
  • Ensure solution quality across build, test, UAT, and production readiness
  • Own architecture documentation, HLD/LLD, design decisions, and implementation runbooks
  • Support controlled handover to operations and support teams
  • Skills and Experience

Dynamics 365 Contact Center

Deep understanding of contact center operations (IVR, queues, routing, SLAs)

Experience designing voice and digital customer journeys

Knowledge of telephony fundamentals (call routing, IVR behavior, SIP concepts)

Experience with bots, automation, and AI‑assisted contact center workflows

  • Strong documentation and solution governance capabilities