Dynamics 365 Contact Centre Telephony Consultant 365 Contact Centre Telephony Consultant

Platform Skills 365 Contact Centre Telephony Consultant

• Dynamics 365 Customer Service / Contact Centre 365 Contact Centre Telephony Consultant
• Case routing, queues, work streams, agent experience
• Omnichannel configuration (voice, chat, messaging)

Telephony & IVR 365 Contact Centre Telephony Consultant

• Contact centre telephony concepts 365 Contact Centre Telephony Consultant
• Call flows, IVR menus, DTMF, call queues, transfers
• Business hours, holidays, failover scenarios

Copilot Studio (Agents & IVR Bots)

• Copilot Studio agent design 365 Contact Centre Telephony Consultant
• Topics, triggers, variables (local/global)
• Conditional logic and conversation flow control
• Voice-enabled bots / IVR agents
• Speech recognition & text-to-speech concepts
• Error handling, retries, and graceful fallbacks
• Integration
• Dataverse read/write
• Calling Power Automate flows and connectors

Azure Communication Services (ACS) 365 Contact Centre Telephony Consultant

• ACS fundamentals
• Voice, SMS, and calling capabilities
• Phone numbers, call automation, and call routing
• Integration with Dynamics 365
• Connecting ACS to Omnichannel voice
• Context passing between ACS, Copilot Studio, and D365

Data, Integration & Automation

• Power Automate
• Event-driven flows (call start/end, bot outcomes)
• Logging, notifications, and downstream actions

Operational & Non-Functional Skills

• Monitoring & troubleshooting
• Call logs, bot transcripts, session diagnostics
• Identifying dropped calls, looping IVRs, timing issues
• Security & compliance awareness
• Role-based access, data protection, call recordings
• Solution design
• End-to-end call journey design
• Failover, scalability, and user experience focus

Teams Telephony Integration

• SBC and ICS Integration
• Teams ? Dynamics 365 Omnichannel voice integration
• Session and context handling