Dynamics 365 Contact Centre Telephony Consultant

£580 per day OUTSIDE IR3

4 month initial contract

Two days per week in the office

You should understand how call centres work, including:

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Call routing (who gets the call and why)

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IVR menus (“Press 1 for sales…”)

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DTMF tones (keypad input during calls)

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Queues & transfers

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Handling:

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Business hours vs out-of-hours

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Holiday routing

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Failover (what happens if something breaks)

You will:

❗Design and build a modern, AI-powered call centre using Microsoft tools ❗Control how calls and messages flow from customer → bot → human agent ❗Integrate telephony, CRM, automation, and AI into one system