We are seeking an experienced Dynamics 365 Contact Centre & AI Solution Consultant to help organisations transform their customer service operations through Microsoft technologies.
The successful candidate will combine deep functional expertise in Dynamics 365 Contact Centre (CCaaS), Microsoft Copilot Studio, and AI-powered customer engagement with strong consulting and stakeholder management skills.
Working with enterprise customers, you will lead discovery engagements, design innovative solutions, and guide clients through the adoption of next-generation customer service capabilities, including conversational AI, virtual agents, and intelligent automation.
Key Responsibilities will include:
The successful candidate will combine deep functional expertise in Dynamics 365 Contact Centre (CCaaS), Microsoft Copilot Studio, and AI-powered customer engagement with strong consulting and stakeholder management skills.
Working with enterprise customers, you will lead discovery engagements, design innovative solutions, and guide clients through the adoption of next-generation customer service capabilities, including conversational AI, virtual agents, and intelligent automation.
Key Responsibilities will include:
- Leading customer discovery workshops, business process mapping, and requirements gathering sessions
- Designing and articulate end-to-end customer service solutions using Microsoft Dynamics 365 Contact Centre and the wider Microsoft ecosystem
- Advising customers on best practices for contact centre transformation, omnichannel engagement, and AI-enabled customer experiences
- Designing and implement conversational AI solutions using Microsoft Copilot Studio, including virtual agents and agentic workflows
- Engaging with executive stakeholders to understand strategic objectives, build trusted relationships, and present solution recommendations
- Strong functional expertise in Microsoft Dynamics 365 Contact Centre (CCaaS) platforms and modern contact centre operations
- Hands-on experience with Microsoft Copilot Studio, conversational AI, virtual agents, and agentic workflow design
- Proven ability to facilitate customer workshops, gather and document business requirements, and lead solution envisioning activities
- Experience engaging with executive-level stakeholders and delivering strategic consulting engagements
- Strong understanding of customer service operations, omnichannel customer engagement, and AI-powered service experiences
- Experience working with large enterprise organisations, particularly within the Middle East
- Excellent communication, presentation, and stakeholder management skills
- Ability to work collaboratively across sales, consulting, and delivery teams
