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 Dynamics 365 Contact Center (CCaaS) solutions in Jordan. The role will drive intelligent, automated, and efficient omnichannel engagement by integrating D365 Customer Service with AI‑powered contact‑center capabilities.

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.
• Build internal delivery capability and provide advisory on contact‑center transformation and adoption.

Required profile

• Manager‑level experience with leading CCaaS platforms and Microsoft D365 solutions.
• Proven ability to lead complex, enterprise‑grade projects and mentor delivery teams.
• Strong understanding of AI‑enabled contact‑center experiences and CRM integration.

Required skills

• Microsoft D365 (Customer Service)
• Power Platform
• Microsoft Azure
• CCaaS platforms
• AI‑powered contact‑center technologies