Dynamics 365 Contact Centre Telephony Consultant

Dynamics 365 Contact Centre Telephony Consultant needed in Lincoln

This is a temporary contract initially paying £440.53 per day PAYE

The reference number is:                   OR25492

The successful candidate will bring strong hands‑on expertise in Dynamics 365 Customer Service and Omnichannel, confidently configuring case routing, queues, workstreams, and end‑to‑end voice, chat, and messaging journeys. They will understand telephony concepts such as IVR design, DTMF, call routing, business hours, and failover, and will be skilled in building Copilot Studio agents and IVR bots using topics, triggers, variables, conditional logic, and voice‑enabled capabilities.

They will integrate Dataverse, Power Automate, and Azure Communication Services, ensuring seamless context passing between ACS, Copilot Studio, and Dynamics 365. The role requires strong troubleshooting skills across call logs, bot transcripts, diagnostics, and performance issues, alongside a solid awareness of security, compliance, and scalable solution design. Experience with Teams Telephony, SBC/ICS integration, and session handling is also essential to deliver a robust, user‑focused contact centre experience.

If you are interested in the role please apply on our website with your CV, alternatively you can email your CV to Kirsty@essentialemploy.co.uk quoting the reference number.

Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references so please be prepared.

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