Dynamics 365 Contact Center Consultant

Want to pair your adaptable, collaborative, curious mindset with your tech skills to help clients digitally transform the way they serve their customers? Are you passionate about designing and delivering modern, AI-powered contact center solutions on Microsoft Dynamics 365? Join our team as a senior Consultant / Technical Architect and help shape customer engagement experiences that solve real business challenges.   Come join us Join a team of Business Applications professionals focused on implementing Microsoft Dynamics 365 Customer Engagement solutions for clients across Retail & Consumer Goods, Public Sector, Financial Services and Professional Services. As a team we cover Customer Service and Contact Center, Sales, Field Service and Project Operations — with the Power Platform, Azure, M365 and Copilot Studio as an integral part of our expertise. You will be part of a supportive and dedicated team made up of enthusiastic, motivated colleagues, who’s energy and commitment make sure we deliver with excellence every day. The team is cross-skilled, including functional and technical profiles, focused on delivery and/or presales. We think global and act local, delivering solutions of quality to our clients in the Nordics and across Europe and of course be passionate about working with AI and exploring its business potential and project delivery through AI.

A client-centric attitude and excellent interpersonal skills are essential to lead discussions with customer stakeholders through to the successful definition and delivery of the solution.   Client engagement Support clients in defining integrated contact center and customer service solutions. Act as the technical and/or functional expert, providing guidance throughout solution design and the proposal process. Solution design & architecture Design end-to-end Dynamics 365 Contact Center solutions covering voice, chat, SMS, email and social channels. Architect unified routing, queue and workstream models, IVR flows, agent desktop experiences and knowledge management. Define the integration architecture towards telephony providers, CRM/ERP back-ends and third-party systems. Bring AI into the design where it earns its place: Copilot agent assist, conversation summarisation, autonomous agents, sentiment and analytics. Project leadership (Tech Architect Role) Own the solution implementation and act as the interface between the client and development teams (onshore/nearshore/offshore). Lead project teams in designing future-proof, scalable solutions. Ensure structured requirement gathering aligned with our CRM project methodology. In support of the Delivery Lead, oversee estimations, planning, resource mobilisation, execution and closure. Change management Guide clients and internal teams through change processes to ensure smooth adoption and long-term success. Engage in continuous learning and foster partnerships within the business domain.

Extensive expertise in Microsoft AI Business Solutions, particularly Dynamics 365 Customer Engagement and architectural design. Solid command of the Power Platform (Power Automate, Power Apps, Dataverse) and integration patterns. Knowledge and experience in requirements engineering, ideally in an agile environment. Strong understanding of business process analysis and design in the service and customer engagement domains. Structured and methodical approach to developing functional and technical solutions. Experience leading and motivating cross-functional teams, including daily on-the-job coaching. Building and maintaining positive client relationships, understanding their business and strategic needs, and providing tailored quality solutions. Excellent communication skills in English, and preferably Dutch or French.

Hands-on experience with contact center platforms — Dynamics 365 Contact Center, Omnichannel for Customer Service, or comparable CCaaS solutions (Genesys, NICE, Amazon