Senior Dynamics 365 Contact Center Functional Consultant (CCaaS / Omnichannel SME)

Position Summary

We are seeking a highly experienced Senior Dynamics 365 Contact Center Functional Consultant with deep expertise in Dynamics 365 Contact Center (CCaaS) and Omnichannel Customer Service. The ideal candidate will lead customer engagements, design enterprise contact center solutions, gather business requirements, configure Microsoft technologies, and support successful implementations.

The Senior Dynamics 365 Contact Center Functional Consultant will work closely with customers, business stakeholders, solution architects, and technical teams to design and implement Microsoft Dynamics 365 Contact Center and Omnichannel solutions.

The consultant will translate business requirements into scalable contact center solutions while leveraging Microsoft Power Platform and Copilot capabilities to improve customer experiences and agent productivity.

Key Responsibilities

Business Consulting
- Lead client discovery workshops and business process assessments.
- Gather and document functional and business requirements.




- Translate business needs into Microsoft Dynamics 365 Contact Center solutions.
- Recommend industry best practices and process improvements.

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Develop functional design documents and solution blueprints.

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Conduct solution demonstrations and client presentations.

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Support User Acceptance Testing (UAT) and production deployments.

Dynamics 365 Contact Center (CCaaS)

Design, configure, and implement Microsoft Dynamics 365 Contact Center including:

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Contact Center configuration

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Voice Channel configuration

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Voice routing

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Queue management

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IVR (Interactive Voice Response) design

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Call routing strategies

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Call recording configuration

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Presence management

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Agent experience optimization

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Supervisor dashboards

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Workforce productivity features

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Customer service workflows

Omnichannel Customer Service

Configure and optimize:

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Live Chat

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📌 Senior Dynamics 365 Contact Center Functional Consultant (India)
🏢 GiGa-Ops Global Solutions
📍 India