Vaiticka Solution

Compensation

Full Description

Job Title: Dynamics 365 Technical Consultant (Copilot Studio, AI & Contact Center) Job Location: Remote Job Type – Contract Job Description: Microsoft’s Contact Center solutions implementation Experience About the Role We’re seeking a senior Technical Consultant with deep experience across Dynamics 365 Customer Engagement, Power Platform, and modern CCaaS/omnichannel solutions. This role focuses on building secure, scalable extensions and AI-powered experiences using Copilot Studio, Power Automate, plugins, and integrations to telephony/contact center platforms. Key Responsibilities • Design and implement technical solutions on Dynamics 365 CE (primarily Customer Service / Omnichannel / Contact Center) and Power Platform. • Develop and configure Copilot Studio bots/agents, including: • Conversational flows and prompts • Integration with D365 data and external APIs • Use of knowledge bases (SharePoint, websites, files) • Implement AI-driven experiences: context-aware responses, summarization, routing intelligence, and guided workflows in customer service scenarios. • Configure and extend contact center/CCaaS capabilities (voice, chat, SMS, social) integrated with Dynamics 365 Customer Service Contact Center or other CCaaS platforms. • Build customizations in D365: plugins, custom workflow activities, JavaScript, custom pages, Power Apps (model-driven), and Power Automate flows. • Design and implement integrations using Azure services (Logic Apps, Functions, Service Bus, API Management) and/or third-party middleware. • Own technical design documentation, solution diagrams, and integration specifications. • Ensure solutions adhere to security, compliance, and performance best practices (Entra ID, role-based security, data policies, ALM). • Participate in code reviews, performance tuning, and troubleshooting complex issues across environments. • Support DevOps/ALM pipelines for D365 and Power Platform (solution management, deployment automation, branching strategies) Required Qualifications • 10 years of hands-on experience implementing and extending Dynamics 365 Customer Engagement (Customer Service and/or Omnichannel). • Strong experience with Power Platform (Power Apps, Power Automate) and Azure integration services. • Practical experience with Copilot Studio / Power Virtual Agents: building bots, integrating with D365 and external systems, and working with knowledge sources. • Solid understanding of CCaaS/contact center concepts: telephony integration, IVR, skills-based routing, queues, agent experience, reporting. • Proficiency in relevant technologies: • C#, .NET, JavaScript/TypeScript • Dataverse data model, plugins, custom connectors • REST/JSON APIs and webhooks • Experience implementing security and governance for Power Platform and D365 (environments, DLP policies, role-based access). -Thanks & regards Akram Khan