Freelance remote job MS Dynamics 365 Contact Center techical consultant

Hanson Regan is looking for a MS Dynamics 365 Contact Center techical consultant for a 6 month renewabnle contract in full remote

Key Responsibilities

• Configure Dynamics 365 Contact Center components in accordance with approved solution designs and business requirements.

• Support the implementation of omnichannel capabilities, including voice, chat, email, SMS, and digital engagement channels.

• Configure queues, routing rules, workstreams, agent experiences, SLAs, and customer service processes.

• Develop and configure integrations with Dynamics 365 applications, Power Platform, Azure services, telephony platforms, and third-party systems.

• Participate in technical design workshops and provide input into solution design decisions.

• Produce technical documentation, configuration workbooks, and deployment artefacts.

• Support data migration, environment configuration, and release management activities.

• Execute unit testing and support system, integration, and user acceptance testing activities.

• Investigate, troubleshoot, and resolve technical defects and configuration issues.

• Work collaboratively with client technical teams and project stakeholders throughout delivery.

• Support deployment, hypercare, and knowledge transfer activities.

• Adhere to project governance, quality standards, and delivery methodologies.

Experience and Skills

• Experience implementing Microsoft Dynamics 365 Customer Service and Contact Center solutions.

• Understanding of Contact Center and customer service processes, including case management, routing, and omnichannel engagement.

• Experience configuring Dynamics 365, Power Platform, and related Microsoft technologies.

• Knowledge of integrations using APIs, Azure services, and Microsoft Dataverse.

• Strong problem-solving and troubleshooting skills.

• Ability to work collaboratively within multi-disciplinary delivery teams.

• Effective communication skills with both technical and business stakeholders.

Primary Skillset MUST HAVE: D365 CE, Service and CCaaS experience

please contact me if this is of interest

Hanson Regan is looking for a MS Dynamics 365 Contact Center techical consultant for a 6 month renewabnle contract in full remote

Responsible for the technical configuration, development and delivery of D365 CCaaS soluiton, working with the Solution Architect and project leadership team. The role focuses on translating approved solution design into working system configurations and technical components that meet businss requirements and project objectives.

Working closely with the Functional Consultants, client stakeholders, developers, and integration teams, the Technical Consultant configures D365 Contact Center capabilities, supports integration actives, and contributes to the successful delivery of the project outcomes across design, build, test, and development phases.

The Technical consultant participates in technical workshops, contributes to solution design discussions, prepares technical documentation, and supports testing and defect resolution activities. They are responsible for ensuring that solution configurations align with documented requirements, agreed standards, and Microsoft best practices while maintaining a focus on quality, usability, and supportability.

The role also supports deployment, knowledge transfer, and post-go-live activities, helping to ensure a smooth transition to business and support teams.

Key Responsibilities

• Configure Dynamics 365 Contact Center components in accordance with approved solution designs and business requirements.

• Support the implementation of omnichannel capabilities, including voice, chat, email, SMS, and digital engagement channels.

• Configure queues, routing rules, workstreams, agent experiences, SLAs, and customer service processes.

• Develop and configure integrations with Dynamics 365 applications, Power Platform, Azure services, telephony platforms, and third-party systems.

• Participate in technical design workshops and provide input into solution design decisions.

• Produce technical documentation, configuration workbooks, and deployment artefacts.

• Support data migration, environment configuration, and release management activities.

• Execute unit testing and support system, integration, and user acceptance testing activities.

• Investigate, troubleshoot, and resolve technical defects and configuration issues.

• Work collaboratively with client technical teams and project stakeholders throughout delivery.

• Support deployment, hypercare, and knowledge transfer activities.

• Adhere to project governance, quality standards, and delivery methodologies.

Experience and Skills

• Experience implementing Microsoft Dynamics 365 Customer Service and Contact Center solutions.

• Understanding of Contact Center and customer service processes, including case management, routing, and omnichannel engagement.

• Experience configuring Dynamics 365, Power Platform, and related Microsoft technologies.

• Knowledge of integrations using APIs, Azure services, and Microsoft Dataverse.

• Strong problem-solving and troubleshooting skills.

• Ability to work collaboratively within multi-disciplinary delivery teams.

• Effective communication skills with both technical and business stakeholders.

Primary Skillset MUST HAVE: D365 CE, Service and CCaaS experience

please contact me if this is of interest