Senior D365 Contact Center Functional Consultant – CCaaS, Omnichannel SME

🕒 August 4

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 48%

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CompQsoft

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1998

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

CompQsoft is a customer-centric digital platform and IT services company. It specializes in enabling businesses and governmental organizations to leverage cutting-edge technologies such as Cloud, Data & AI, App Modernization, Automation, and next-gen technologies like generative AI. With over 25 years of experience, CompQsoft empowers its clients, including commercial enterprises, startups, and federal agencies like the Department of Defense, to maximize their technology investments and achieve superior business outcomes. Their services include software engineering, cybersecurity, unified communication, network management, and cloud services, which drive innovation and productivity across various industry verticals.

📋 Description

• 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 • Develop functional design documents and solution blueprints • Conduct solution demonstrations and client presentations • Support User Acceptance Testing (UAT) and production deployments • Design, configure, and implement Microsoft Dynamics 365 Contact Center, including contact center, voice channel, routing, queues, IVR, call recording, presence, agent experience, dashboards, workforce productivity, and customer service workflows • Configure and optimize live chat, voice, SMS, email, social messaging, digital engagement, unified agent desktop, conversation and customer journey routing, case management, and knowledge management • Design enterprise CCaaS capabilities including call flows, skill-based routing, queue configuration and prioritization, overflow routing, business hours, agent desktop and skills management, presence, supervisor experience, omnichannel engagement, customer authentication, journey optimization, and SLA configuration • Configure and leverage Microsoft Copilot Studio, Power Automate, Power Apps, Dataverse, AI-powered workflows, process automation, and low-code business solutions • Work with Solution Architects on solution design • Coordinate with technical consultants and developers • Participate in sprint planning and Agile ceremonies • Mentor junior consultants • Assist pre-sales teams with demonstrations and solution presentations • Prepare implementation documentation • Support project governance and quality assurance activities

🎯 Requirements

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field • 5+ years of Microsoft Dynamics 365 Customer Service experience • 3+ years implementing Contact Center or CCaaS solutions • Strong experience with Dynamics 365 Contact Center • Experience implementing Omnichannel for Customer Service • Strong functional consulting experience • Experience leading customer workshops • Excellent documentation and communication skills • Experience working in Agile delivery environments

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