Dynamics 365 Contact Centre Functional Consultant (ID#5237)

We are searching for a Dynamics 365 Customer Service (Contact Center and Omni Channel) functional consultant to perform the functional configuration of the Dynamics 365 Contact Centre. The consultant will translate business requirements into system configuration with minimal custom code.This is a contract role only. Key Responsibilities

• Conduct requirements workshops with contact centre stakeholders (agents, supervisors, managers).
• Configure Dynamics 365 Customer Service features including:
• Case management and routing
• Queues, SLAs, entitlements
• Omnichannel workstreams (voice, email, chat, digital)
• Customer Service Workspace
• Configure business rules, workflows, and forms to align with BC Transit processes.
• Support knowledge management integration and agent guidance.
• Define training materials and deliver training sessions for agents, supervisors, and administrators.
• Support UAT planning and execution, including test case development.
• Act as the functional bridge between business users and technical resources.

Required Experience

• Deep experience configuring Dynamics 365 Customer Service / Omnichannel.
• Strong understanding of contact centre operations and service management.
• Experience working in Microsoft-centric environments (M365, Teams).
• Change management and training experience is an asset