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Dynamics 365 Contact Center Omnichannel Consultant

Remote, Madrid·Full-time·Added 4 days ago

Grupo NS

39 open roles

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Overview

Job details

Full-time hours
Per the ad.
Fully remote
Only from certain places, per the ad: “100% teletrabajo (España).”

Requirements

Have the right to work in Spain
Grupo NS doesn't mention sponsorship in the ad.
Have 2+ years of experience
Mid-level role.
Own vehicle
Per the ad.

This job was automatically translated to English.

Pay & benefits

What you'll get

What do we offer?

100% remote work (Spain).
Joining a Public Sector project.
Participation in initiatives based on Microsoft Dynamics 365 Contact Center.
Technological environment with Azure Communication Services, Unified Routing, Copilot Studio, and AI.
Project oriented towards the evolution and optimization of citizen/customer service solutions.

If you have experience in Dynamics 365 Contact Center, Omnichannel, Unified Routing, and Copilot, and you want to continue developing yourself in digital transformation projects, we want to meet you!

Join Grupo NS.

Requirements

What we're looking for

Profile we are looking for

We are looking for a person with a functional/technical profile, oriented towards Contact Center solutions and with the ability to understand business needs and translate them into concrete configurations within the Microsoft ecosystem.

Practical experience in omnichannel, voice, routing, and AI/Copilot capabilities will be especially important, as well as the ability to work autonomously on implementation and evolution projects.

Essential requirements

Experience of 2-3 years or more working with Microsoft Dynamics 365.
At least 1 year of experience specific to Omnichannel / Contact Center.
Experience with Dynamics 365 Contact Center or Dynamics 365 Customer Service Omnichannel.
Practical knowledge of voice, routing, and interaction distribution.
Experience configuring IVR, queues, workstreams, and skills solutions.
Knowledge of Unified Routing.
Experience with digital channels such as chat and messaging.
Knowledge of Copilot Studio.
Experience or knowledge of applying AI/Copilot in Customer Service.
Ability to participate in integrations, testing, and production deployment processes.
Knowledge of Contact Center analytics and metrics.

Nice to have

We will especially value

Experience in voice and telephony projects on Dynamics 365 Contact Center.
Experience with Azure Communication Services (ACS).
Knowledge of BYOC (Bring Your Own Carrier) and Direct Routing.
Experience in migrations from other Contact Center / CCaaS platforms.
Experience with Workforce Engagement Management (WEM).
Knowledge of Quality Management.
Experience in advanced Contact Center analytics.
Microsoft certifications related to:
Dynamics 365
Power Platform
Azure
Experience in projects for Public Administrations.

The role

At Grupo NS, we are incorporating a Business Consultant specialized in Microsoft Dynamics 365 Contact Center to join a Public Sector project.

We are looking for a profile with experience in Dynamics 365 Contact Center or Customer Service Omnichannel, especially in voice solutions, routing, omnichannel, Copilot, and Artificial Intelligence applied to customer service.

We are not looking for a generalist Dynamics 365 profile. The main focus of the position will be Microsoft Contact Center and its technological ecosystem.

What you'll do

What will you do?

Design and configure solutions on Dynamics 365 Contact Center.
Work with Dynamics 365 Customer Service Omnichannel.
Configure voice solutions using Azure Communication Services (ACS).
Design and configure:
IVR
Queues
Workstreams
Skills
Capacity
Design Unified Routing strategies and intelligent interaction distribution.
Configure and evolve digital channels such as chat and messaging.
Work with Copilot Studio to develop:
Bots
Self-service
Conversational IVR
Apply Microsoft Copilot and Artificial Intelligence capabilities to customer service processes.
Participate in integrations with other systems and platforms.
Collaborate in testing, go-live, and stabilization processes.
Analyze and optimize Contact Center performance.
Work with metrics, analytics capabilities, supervision, and monitoring.
Collaborate with technical and functional teams throughout the entire solution lifecycle.

About Grupo NS

Grupo NS is a Spanish IT services and consulting company founded in Madrid in 2003, offering outsourcing, technology consulting, custom project development, and tailored training programs. Its service lines span cloud, cybersecurity, data, AI, Salesforce, databases, infrastructure, networks, QA and systems, and it states that it collaborates with 12 of the 15 large international IT solutions integrators. The company has grown past €5M in revenue and counts more than 150 people on its team.

For professionals in Spain, Grupo NS is strongly remote-friendly: 98% of its workforce teleworks and the company lets employees choose the work model where they are most productive. It offers free training from day one, flexible compensation, and holds ISO 9001 and ISO 27001 quality and security certifications. Hiring is active across Madrid and Barcelona (its two offices, with Barcelona opened in 2005 as NSCAT) as well as other Spanish locations such as Alicante, Granada, Sevilla, Almería and Tres Cantos, and the company says its international projects help it attract ambitious talent.

Industry: IT Services
Founded: 2003
Employees: 150+
In Spain: Madrid, Barcelona
Website: grupo-ns.com

Good to know if you are moving

98% of the workforce teleworks, and employees can choose the work model where they are most productive (remote, hybrid or on-site).
Free training is offered from day one, with development plans and reskilling programs.
Flexible compensation lets employees personalize benefits to fit their lifestyle and well-being.
The company says its international projects help it attract talent with global ambitions.
Open roles are based in Madrid and Barcelona (hybrid or fully remote) as well as other Spanish locations such as Alicante, Granada, Sevilla and Almería.

All open roles at Grupo NS