MS Dynamics D365 Contact Center Tech Lead – Manager

About the role

Pwc Consulting is looking for a Manager to lead the design, delivery and capability building of Microsoft D365 Contact Center as a Service (CCaaS) solutions. The role will drive intelligent, automated, and efficient omnichannel engagement experiences integrated with CRM ecosystems.

Key responsibilities

• Lead D365 CCaaS solution design and delivery across omnichannel engagement, case management and intelligent routing.
• Define scalable, secure and high‑performing architectures using D365 Customer Service, Power Platform and Azure integration services.
• Manage the full project lifecycle from discovery, design, build, testing, deployment to go‑live following Microsoft best practices.
• Facilitate client workshops to capture requirements, map journeys and translate them into sustainable solutions.
• Provide advisory services on contact‑center transformation and adoption.

Required profile

• Proven experience designing and delivering Microsoft D365 Contact Center (CCaaS) solutions.
• Background working with leading CCaaS platforms and AI‑powered contact‑center experiences.
• Strong knowledge of D365 Customer Service, Power Platform and Azure integration.
• Demonstrated ability to lead full‑cycle projects and conduct client workshops.
• Managerial experience with capability‑building responsibilities.

Required skills

• Microsoft D365 Customer Service
• Microsoft Power Platform
• Azure integration services
• CCaaS platforms
• AI‑enabled contact‑center solutions