Dynamics 365 Contact Centre Telephony Consultant

Dynamics 365 Contact Centre Telephony Consultant £580 per day OUTSIDE IR3 4 month initial contract Two days per week in the office You should understand how call centres work, including: * Call routing (who gets the call and why) * IVR menus (“Press 1 for sales…”) * DTMF tones (keypad input during calls) * Queues & transfers * Handling: * Business hours vs out-of-hours * Holiday routing * Failover (what happens if something breaks) You will: ❗Design and build a modern, AI-powered call centre using Microsoft tools ❗Control how calls and messages flow from customer → bot → human agent ❗Integrate telephony, CRM, automation, and AI into one system