D365 Contact Centre Consultant

Become a change maker and join Node4. Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us. So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you. About the role We're looking for a D365 Contact Center Consultant to join our Microsoft Business Applications team. In this role, you'll help clients transform how they engage with their customers by designing and delivering D365 Contact Center solutions built on Dynamics 365 Customer Service and Omnichannel for Customer Service. You'll combine a strong understanding of D365 technology with real contact centre experience, helping organisations improve how their agents, supervisors, and customers connect across voice, chat, email, social and self-service channels. What you'll do Lead discovery and design sessions with contact centre teams to understand their operations and goals Configure and implement D365 Contact Center capabilities including case management, queues, routing, SLA tracking, and agent desktop experiences Deliver and optimise Omnichannel functionality across voice, chat, SMS, and social media within the D365 Contact Center environment Advise on agent enablement, supervisor dashboards, analytics, and service performance reporting Support clients moving from legacy systems to modern D365 Contact Center solutions Collaborate with technical teams to integrate telephony, CRM, and reporting components Provide training and change management support for contact centre and IT teams Stay up to date with Microsoft's D365 Contact Center roadmap and advise clients on how to take advantage of new features Create documentation such as process flows, functional specifications, and solution diagrams What you'll bring Proven experience implementing Dynamics 365 Customer Service and Omnichannel for Customer Service as part of a D365 Contact Center solution Strong understanding of contact centre operations, ideally with first-hand experience working in or closely with a contact centre team Knowledge of contact centre metrics, routing logic, SLAs, and customer experience KPIs Experience integrating D365 Contact Center with voice and telephony systems, including Microsoft Teams Confident communicator who can engage both operational users and senior stakeholders Familiarity with Power Platform tools such as Power Automate and Power Virtual Agents is an advantage Microsoft certifications such as MB-230 or PL-200 are desirable Experience using Power BI, live chat analytics, or speech analytics is beneficial This is a great opportunity to work with a team focused on helping organisations get real value from D365 Contact Center solutions. You'll play a key role in shaping modern, connected service experiences for customers and agents alike. What can we offer you? Hybrid Working Private Medical Insurance or Company Paid Health Cash Plan Employee Assistance Program 25 days holidays plus your birthday off Option to purchase additional holiday (up to 5 days) Company Pension Scheme Life Assurance x 4 A diverse workforce Employee investment with Node4 training Academy Family savings and shopping discounts through the Node4 benefits portal. Discounted Gym Membership Modern facilities with open and welcoming breakout areas Company Social events Never ending supply of hot and cold drinks, biscuits, sweets, and fruit Why join Node4? Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.