Job Description

We’re looking for an experienced D365 Contact Center Specialist to take a leading role in shaping and enhancing our client’s customer engagement and contact centre capability. This is a permanent position with hybrid working across London and the Midlands, and open to candidates who prefer to work mostly remotely. Salary is dependent on experience, circa £65k–£90k.

Key Responsibilities

• Take the lead in guiding the design, enhancement, and evolution of D365-based contact centre solutions, ensuring they align with operational needs and wider business goals.
• Drive the integration of omnichannel capabilities — including email, voice and live chat — working closely with relevant teams to deliver smoother customer journeys.
• Oversee and coordinate the configuration and optimisation of Teams Telephony to support reliable, unified communications across the organisation.
• Leverage Azure Communication Services to support modernised call handling and customer interaction approaches.
• Work collaboratively with cross-functional colleagues, contributing expertise and steering solution direction rather than executing tasks in isolation.

Required Skills

• Strong background working with D365 in a contact centre setting, ideally in a senior or lead analyst or consultant capacity.
• Solid understanding of omnichannel contact centre technologies and Teams Telephony.
• Familiarity with Azure Communication Services and how it can support customer engagement functions.
• Confident with the Power Platform, particularly in environments where automation and workflow optimisation add value.
• Strong communicator with excellent problem-solving skills and the ability to work effectively across teams.
• Comfortable operating autonomously while also influencing and supporting wider project groups.

Benefits

• Competitive salary and benefits package.
• Flexible hybrid working model.
• Genuine opportunities to grow your career and develop professionally.