Dynamics 365 Conversational AI/ Contact Center Consultant

Dynamics 365 Contact Center & Conversational AI Consultant About the RoleFor a Global Bank, we are seeking a Dynamics 365 Contact Center & Conversational AI Consultant to lead a major digital transformation. This is a fully remote opportunity leading a global implementation team to deliver modern, AI-powered customer engagement solutions using Microsoft technologies. You will play a key role in designing, configuring, and implementing Microsoft Dynamics 365 Contact Center and Conversational AI capabilities, helping transform customer service operations through intelligent automation and omnichannel experiences. Key ResponsibilitiesLead and support the implementation of Microsoft Dynamics 365 Contact Center solutions.Design and configure conversational AI experiences using Microsoft Copilot Studio and related Microsoft AI technologies.Gather business requirements and translate them into scalable customer service solutions.Configure omnichannel customer engagement capabilities, including voice, chat, messaging, and digital channels.Integrate Dynamics 365 Contact Center with Microsoft Dynamics 365 Customer Service and other enterprise applications.Collaborate with business stakeholders, solution architects, developers, and project managers throughout the implementation lifecycle.Conduct workshops, solution demonstrations, testing, and user training.Ensure solutions meet security, compliance, and regulatory requirements relevant to the financial services industry.Produce high-quality documentation including solution designs, functional specifications, and user guides.Support go-live activities and post-implementation optimisation. Required Skills & ExperienceProven experience implementing Microsoft Dynamics 365 Contact Center.Strong knowledge of Microsoft Dynamics 365 Customer Service.Experience with Microsoft Copilot Studio and conversational AI technologies.Understanding of omnichannel customer engagement and contact centre operations.Experience integrating Microsoft Power Platform components, including Power Automate and Power Apps.AB-250 Certification is preferred.Familiarity with Microsoft Azure services related to AI and integrations is desirable.Strong stakeholder management and business analysis skills.Excellent communication skills in English.Ability to work independently within a distributed international project team