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