Lead Consultant - D365 Customer Service

Description :

We are looking for a Lead Consultant with strong hands-on experience in Dynamics 365 Customer Service Premium to drive a contact centre implementation.

Key Responsibilities :

- Lead end-to-end delivery of D365 Contact Centre (design build testing hypercare)

- Configure call routing, queues, and omnichannel workflows

- Build DTMF-based IVR flows using Copilot Studio

- Integrate Microsoft Teams Voice Channel with D365

- Work closely with telephony and integration specialists

- Ensure secure payment integration within voice/IVR journeys

Requirements :

- Proven experience in D365 Customer Service Premium (2023+)

- Hands-on delivery of contact centre / voice channel projects

- Strong expertise in Copilot Studio (IVR design)

- Experience with Teams Voice integration & telephony architecture

- Ability to own workstream delivery in a fast-paced environment

Education :

UG : B.Tech / B.E. in Computer Science and Engineering (CSE)