Minimum 5 years of relevant experience implementing Microsoft contact centre and customer service solutions, including delivery across both current and previous versions of the Microsoft CCaaS / customer engagement stack.

Functional Skills & Responsibilities

- Gather and analyse contact centre business requirements; map to Microsoft Dynamics 365 Contact Center and Digital Contact Center Platform capabilities.
- Configure omnichannel routing, unified routing, workstreams, queues, SLAs, and case management across voice, chat, SMS, email, and social channels.
- Design and configure IVR / conversational flows, agent and supervisor experiences, knowledge management, and CSAT/sentiment analytics.
- Implement Copilot for Service and AI-assisted agent productivity, including conversation summaries and knowledge suggestions.
- Lead workshops, prepare functional design documents, support UAT, training, and hypercare; advise on contact centre best practices and adoption.

📌 Microsoft contact Centre and customer Consultant Functional (Hyderabad)
🏢 Sonata Software
📍 Hyderabad