Senior Consultant - D365 Contact Centre

Are you an experienced consultant with a passion for transforming customer engagement using Dynamics 365 Contact Center, Copilot and AI agents? Do you excel at leading discovery, owning the room with executive stakeholders, and translating customer needs into pragmatic, high-impact solutions? If so, we invite you to apply for this exciting opportunity to join our highly agile, collaborative, and skilled Delivery Team.

As a Senior Consultant – D365 Contact Center, you will play a vital role in our customer engagements, working closely with multi-disciplined teams to help customers reimagine the way they serve their customers. You will own the consulting and configuration footprint of contact centre engagements — typically delivered alongside a specialist telephony partner — from discovery through design, build, go-live and adoption. Your expertise will drive the design and implementation of Dynamics 365 Contact Center solutions that meet our clients’ needs and assure the quality and success of the outcomes we deliver

Responsibilities

• Partner with clients to understand their customer engagement landscape, identify where Dynamics 365 Contact Center, Copilot and AI agents can deliver real value, and advise on what can and should be done.
• Lead client-facing discovery, design and delivery of Dynamics 365 Contact Center solutions across voice, omnichannel chat, SMS, email and digital channels.
• Translate customer requirements into Dynamics solutions — particularly D365 Contact Center, Customer Service workspace, Unified Routing, IVR and Copilot-assisted experiences.
• Design and configure queues, skills-based routing, agent desktops, knowledge integration, reporting and the wider customer engagement model.
• Design and hands-on build Copilot Studio agents and integrate them with the broader Microsoft AI ecosystem to transform customer support outcomes.
• Work closely with the Barhead sales team to listen to customers, shape opportunities, scope solutions and articulate value during pursuits.
• Partner with telephony specialists, Microsoft and other ecosystem partners to deliver coherent, end-to-end contact centre outcomes.
• Lead workshops, demonstrations, architecture sessions and executive briefings, owning the room and guiding the conversation to outcomes.
• Act as a trusted advisor across the engagement lifecycle, from pre-sales storytelling through to post go-live adoption and continuous improvement.
• Create high-quality customer deliverables including solution designs, configuration documentation, test plans, training collateral and operational handover material.
• Provide leadership to the project team (onshore and offshore) regarding usability and solution quality, and mentor junior consultants to uplift the broader practice.
• Support customer adoption, change enablement and operational readiness through go-live and stabilisation.
• Contribute to Barhead’s internal IP, accelerators, demo assets and reusable patterns, and represent Barhead at client sites, industry events, partner forums and Microsoft community activities.
• Collaborate with project managers and engagement leads to ensure timely delivery, good use of investment, and strong customer outcomes.

What you need to bring

• 5+ years’ experience delivering Dynamics 365 Customer Engagement, with at least two years focused on contact centre workloads.
• Hands-on experience deploying contact centre solutions end-to-end — D365 Contact Center, Omnichannel for Customer Service, or comparable platforms such as Genesys, NICE, Five9 or Amazon Connect.
• Strong working knowledge of Dynamics 365 Customer Service, the Power Platform, Dataverse and the Microsoft AI / Copilot stack.
• A genuine passion for AI and a clear point of view on how AI agents transform customer support — from deflection through assisted resolution to fully autonomous flows.
• Demonstrable experience with Copilot Studio, Power Automate, plug-ins and the broader Power Platform extensibility model.
• Strong understanding of business processes, enabling you to translate ambiguous business needs into pragmatic Dynamics 365 Contact Center solutions.
• Demonstrable advisory or consultancy experience, with a track record of delivering high-value solutions and strategic guidance.
• Excellent communication and stakeholder management abilities, comfortable engaging at all levels from end users to executive sponsors and owning the room.
• Confidence running workshops, design sessions, demonstrations and co-build sessions across mixed business and technical audiences.
• Exceptional problem solving and analytical skills, adept at framing ambiguous challenges and applying the Microsoft platform thoughtfully to solve them.
• Commercial awareness — understands how to scope work, shape SoWs, support estimation and partner credibly with sales on pursuit conversations.
• Working knowledge of telephony concepts that intersect with D365 CCaaS — Direct Routing, Operator Connect, SBCs, SIP and Azure Communication Services. Carrier-grade depth is not required.
• Comfortable delivering under iterative, outcome-based approaches, including ongoing programs of work.
• Awareness of responsible AI, governance, security and data considerations relevant to Copilot and agent solutions.
• Microsoft certifications in Dynamics 365 (MB-230, MB-280) and/or the Power Platform (PL-200, PL-400, PL-600) — desirable.
• Willingness to travel to client sites across Australia as required by the engagement.
• Ability to work independently and as part of a team, balancing multiple customer engagements at once.
• Right to work in Australia.

If you are a skilled Dynamics 365 Customer Engagement consultant with great communication skills, a passion for AI-led customer experience, and a talent for guiding customers through change, we encourage you to apply.

This position is available in Sydney, Brisbane or Melbourne and may require onsite work and travel to client sites as engagements require. We offer competitive compensation and a collaborative, growth-oriented work environment. Apply now and take the next step in your career!

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As a Senior Consultant – D365 Contact Center, you will play a vital role in our customer engagements, working closely with multi-disciplined teams to help customers reimagine the way they serve their customers. You will own the consulting and configuration footprint of contact centre engagements — typically delivered alongside a specialist telephony partner — from discovery through design, build, go-live and adoption. Your expertise will drive the design and implementation of Dynamics 365 Contact Center solutions that meet our clients’ needs and assure the quality and success of the outcomes we deliver.

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Barhead, an Akkodis company, is a leading Microsoft Business Applications partner. We help our clients reimagine how they engage their customers, run their operations and unlock the value of AI. Experience across Public Sector, Financial Services, Health, Utilities or Not-for-Profit is an advantage

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