D365 CE Contact Centre Techno/Functional Consultant - Inside IR35 - Mostly Remote

We are seeking an experienced D365 CE Contact Centre Functional and Technical Consultant to support the delivery and enhancement of a customer engagement and contact centre transformation programme. This role requires a blend of functional consulting expertise and technical understanding across the Microsoft Dynamics 365 ecosystem, customer service technologies, and contact centre solutions. Working within a multidisciplinary team, you will play a key role in bridging business requirements with technical delivery, ensuring that customer service processes and contact centre capabilities are effectively implemented and optimised. Key ResponsibilitiesGather, analyse and document business and functional requirements for contact centre and customer service initiatives.Configure and enhance Microsoft Dynamics 365 Customer Engagement (CE) solutions.Work closely with technical teams to design and implement integrated customer service workflows.Support the deployment and optimisation of Contact Centre AI (CCAI) capabilities, including automation and intelligent routing.Collaborate with telephony and communications teams to integrate contact centre platforms with D365.Contribute to the design and delivery of IVR/IDR (Interactive Voice/Digital Response) solutions.Facilitate workshops with business stakeholders and provide expert guidance on best practice customer engagement processes.Support testing, user adoption and go-live activities.Produce high-quality functional and technical ..... full job details .....