Lead MS Dynamics 365 Developer – Contact Center
Would You Like to Lead a Major Microsoft Dynamics 365 Contact Centre Migration? Apply Now!
Working with one of our top financial clients, this role calls for a Lead MS Dynamics 365 Developer- Contact Center. This position involves leading the migration of legacy contact centre platforms to Microsoft Dynamics 365 Contact Centre, providing strategic recommendations, and supporting the deployment of innovative contact centre solutions. The successful candidate will work closely with stakeholders to assess current environments, design tailored configurations, and execute phased migration and optimization strategies in a fully remote setting.
Responsibilities
- Assess existing contact centre environment and legacy platform configurations
- Develop migration strategies, business cases, and future state plans
- Design and customize Microsoft Dynamics 365 Contact Centre solutions
- Configure and optimize IVR, call routing, workflows, and customer service processes
- Provide best practice guidance and strategic recommendations
- Support deployment, testing, rollout, and post-implementation optimization
- Collaborate with stakeholders and leadership across project phases
- Contribute to planning for AI-enabled contact centre capabilities
Desired Skill-Set
- Hands-on experience with Microsoft Dynamics 365 development and customization
- Proven success leading Dynamics migrations, upgrades, or modernization projects
- Deep understanding of contact centre functionalities
- Ability to evaluate and optimize existing environments
- Strong stakeholder management and consulting skills
- Excellent verbal and written communication skills
- Comfortable working in dynamic, evolving environments
Nice to Have
- Experience with legacy contact centre platforms such as Telax
- IVR design and call routing optimization expertise
- Support experience with multi-tenant or multi-program contact centres
- Exposure to AI-enabled customer service platforms and agent technologies
- Utility, energy, or rebate program industry experience
BeachHead is an equal opportunity agency and employer. We advocate for our candidates and welcome applicants regardless of race, color, religion, national origin, sex, age, or physical or mental disability. BeachHead or our clients may use technology-enabled tools, including automation and artificial intelligence (AI), to support parts of the recruitment process such as resume screening, application management, and candidate matching. These tools assist our recruiters and our clients, and do not replace human decision-making. This job posting represents a current or anticipated vacancy. The position may be filled at any time, and the posting may be removed without notice once the role has been filled.