The D365 Contact Center AI Engineer specialises in implementing Microsoft's AI-powered contact center platform — Dynamics 365 Contact Center (formerly Customer Service) with full Copilot and AI capability stack. This role is defined by the new AB-250 certification replacing elements of the retiring MB-230, and requires deep technical expertise in AI-assisted agent experiences, autonomous customer self-service and intelligent routing. Role & Responsibilities: • Implement Dynamics 365 Contact Center with full AI capability stack: Copilot for customer service agents, AI-powered case summarisation, smart reply suggestions, knowledge article recommendations and sentiment analysis • Build and configure Copilot Studio bots for customer self-service: multi-channel deployment (web, Teams, WhatsApp, voice), escalation to human agents with full context handoff and continuous improvement using conversation analytics • Configure intelligent unified routing: AI-based routing rules, capacity profiles, sentiment-based escalation, skills-based assignment and queue overflow handling • Implement Azure Communication Services integration: voice channel setup, call recording, real-time transcription and AI-powered agent assistance during live calls • Deploy and configure Customer Service Insights: AI-driven case analytics, topic modelling, emerging issue detection and agent performance intelligence • Design and implement agent desktop experiences: customer 360 views, AI-suggested next best actions, guided scripts and Copilot chat assistance within the unified agent interface • Configure Customer Voice integration: automated survey deployment, sentiment analysis of feedback and closed-loop case follow-up • AB-250 certification — required or actively in beta; MB-230 holders transitioning are the primary audience Required Skills & Experience: • 4+ years of Dynamics 365 Customer Service implementation experience • Hands-on experience with D365 Contact Center Copilot features: agent assist, case summarisation, knowledge suggestions and autonomous resolution • Copilot Studio expertise for contact center bots: escalation design, entity extraction, authentication flows and omnichannel channel configuration • Azure Communication Services working knowledge: voice channel, SMS, WhatsApp and call recording • Power Platform integration: Power Automate for case workflows, Power BI for contact center analytics dashboards • AB-250 or MB-230 certification required What We Offer: • Specialist role in the fastest-growing area of Microsoft's Dynamics 365 portfolio • Salary £75,000–£100,000 based on experience • Remote-first with occasional client onsite • Microsoft partner certification support and early AB-250 programme access The D365 Contact Center AI Engineer builds the AI-powered service experiences that customers increasingly expect — fast, intelligent, autonomous where appropriate and seamlessly human where it matters. If you have implemented D365 contact center solutions and understand how AI is reshaping customer service delivery, this role is yours.
Remote · UK / India | £75,000–£100,000