CCaaS Contact Center Consultant

Job Responsibilities

∙Project Jupiter (Replacing 8x8 with a Microsoft 365 Contact Center solution)

∙Collaborate with business stakeholders to gather requirements and design a

Dynamics 365 Contact Centre solution aligned with customer service processes.

Together with UC/IPTel Expert

∙Define and refine contact routing logic, queue configurations, and skill-based

assignments to distribute incoming customer/vendor enquiries efficiently to the

appropriate agents.

∙Implement Teams voice capabilities (not yet live chat, email, social channels) to

enable a seamless customer support experience.

∙Customise the agent interface with appropriate forms, macros, and knowledge

integration to maximise agent productivity.

∙Leverage Power Platform tools (Power Automate, Power Apps, Dataverse) to extend

system functionality, automate repetitive...