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# Consultor/a Microsoft Dynamics 365 Contact Center - vitoria gasteiz

- **Company:** NTT DATA
- **Location:** Vitoria-Gasteiz, Spain
- **Contract:** Permanent contract
- **Skills:** Microsoft Azure, Microsoft Dynamics, Routing
- **Published:** September 6, 2026
- **Apply:** https://www.recruit.net/job/consultor-microsoft-dynamics-contact-center-jobs/BD110794535D4CF9

## About the Role

Buscamos un perfil con experiencia en Dynamics 365 Contact Center o Customer Service Omnichannel , especialmente en ámbitos como voz, routing, omnicanalidad y Copilot ., No buscamos un perfil generalista de Dynamics 365: el foco del puesto estará en Microsoft Contact Center y su ecosistema tecnológico ., * Al menos 1 año de experiencia en Dynamics 365 Contact Center o Customer Service Omnichannel .

 * Experiencia práctica en alguno de estos ámbitos:
 * Voice Channel / ACS.
 * Unified Routing.
 * Workstreams, colas y skills.
 * Copilot Service admin center / workspace.
 * Copilot Studio.
 * Conocimiento de la operativa de Contact Center: agentes, supervisores, routing, SLAs y KPIs.
 * Inglés técnico suficiente para trabajar con documentación Microsoft., * Experiencia en proyectos de voz y telefonía sobre Dynamics 365 Contact Center .
 * Migraciones desde otras plataformas Contact Center o CCaaS.
 * Azure Communication Services, BYOC / Direct Routing .
 * WEM, Quality Management o analítica de Contact Center.
 * Certificaciones Microsoft relacionadas con Dynamics 365, Power Platform o Azure., Si tienes experiencia sólida en Dynamics 365 Contact Center / Omnichannel y quieres seguir creciendo en voz, routing, Copilot e IA aplicada al Contact Center, queremos conocerte.

## Description

En NTT DATA estamos reforzando nuestro equipo especializado en Microsoft Dynamics 365 Contact Center y buscamos profesionales que quieran participar en proyectos de implantación y transformación de Contact Centers sobre tecnología Microsoft., * Diseñar y configurar soluciones Dynamics 365 Contact Center .

 * Configurar voz sobre Azure Communication Services (ACS) , IVR, colas, workstreams, skills y capacidad.
 * Diseñar estrategias de Unified Routing y distribución inteligente de interacciones.
 * Configurar canales digitales como chat y mensajería .
 * Trabajar con Copilot Studio para bots, autoservicio e IVR conversacional.
 * Aplicar capacidades de Copilot e IA a la atención al cliente.
 * Participar en integraciones, testing, go-live y optimización del servicio.
 * Trabajar con métricas y capacidades de analítica y supervisión del Contact Center.


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