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D365 CE Contact Centre Techno / Functional Consultant - Inside IR35 - Mostly Remote

Posted: 06/10/26
Recruiter:Opus Recruitment Solutions
Reference:3190316105
Type:Contract
Disciplines: Consultant
Salary:£600 - £750 Daily
Location:London
Description: We are seeking an experienced D365 CE Contact Centre Functional & Technical Consultant to support the delivery and enhancement of a customer engagement and contact centre transformation programme. This role requires a blend of functional consulting expertise and technical understanding across the Microsoft Dynamics 365 ecosystem, customer service technologies, and contact centre solutions.

Working within a multidisciplinary team, you will play a key role in bridging business requirements with technical delivery, ensuring that customer service processes and contact centre capabilities are effectively implemented and optimised.
Key Responsibilities
  • Gather, analyse and document business and functional requirements for contact centre and customer service initiatives.
  • Configure and enhance Microsoft Dynamics 365 Customer Engagement (CE) solutions.
  • Work closely with technical teams to design and implement integrated customer service workflows.
  • Support the deployment and optimisation of Contact Centre AI (CCAI) capabilities, including automation and intelligent routing.
  • Collaborate with telephony and communications teams to integrate contact centre platforms with D365.
  • Contribute to the design and delivery of IVR/IDR (Interactive Voice/Digital Response) solutions.
  • Facilitate workshops with business stakeholders and provide expert guidance on best practice customer engagement processes.
  • Support testing, user adoption and go-live activities.
  • Produce high-quality functional and technical documentation.
Essential Experience
  • Strong experience delivering Microsoft Dynamics 365 CE / Customer Service solutions.
  • Proven background as a Functional Consultant with solid technical understanding.
  • Experience working with Contact Centre AI (CCAI) technologies and customer service automation.
  • Knowledge of telephony integration within customer service or contact centre environments.
  • Experience designing or supporting IVR/IDR solutions.
  • Ability to translate business requirements into functional and technical specifications.
  • Strong stakeholder management and workshop facilitation skills.
  • Experience working within Agile delivery environments.
Other Details
  • Inside IR35
  • Rate 600/ 750
  • Mostly remote with some onsite travel
If you're interested in this role please send your CV to (url removed)

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