Manager – Microsoft Dynamics 365 Contact Centre Solutions

Lead D365 cloud contact-centre solutions at PwC in Amman. Six to nine years’ CCaaS experience and fluent Arabic and English required.

Responsibilities

• Design and deliver Microsoft D365 CCaaS solutions and build delivery capability for AI-enabled omnichannel customer and agent experiences integrated with CRM.
• Lead intelligent routing, case management and omnichannel delivery; define secure, scalable architectures across D365 Customer Service, Power Platform and Azure integrations.
• Manage discovery, design, build, testing, deployment and go-live to Microsoft good practice. Facilitate client workshops, capture requirements and journeys, and present architecture, recommendations, demonstrations and progress.
• Implement Copilot, conversational AI, agent assistance, knowledge recommendations, summarisation and automation.
• Oversee configuration, customisation, QA, issue resolution, integration and user-acceptance testing and deployment readiness.
• Govern enterprise integrations, mentor developers and consultants, and support growth through proposals, estimates, demonstrations, proofs of concept and AI customer-engagement opportunities.

Requirements

• Six to nine years designing and delivering CCaaS on platforms such as Genesys Cloud CX, NICE CXone, Amazon Connect, Cisco Webex Contact Center or Salesforce Service Cloud.
• Proven delivery experience, including scalability, resilience and modern cloud deployment. Understand voice, chat, email and social orchestration, intelligent routing, case management and coherent customer and agent experiences.
• Experience designing AI-enabled contact centres using conversational AI, automation, orchestration, decision support and AI-assisted operations to improve self-service, productivity and business outcomes.
• CRM integration experience and understanding of contact-centre architecture, operating models, journey orchestration, workforce optimisation, service analytics and improvement.
• Exposure to several CCaaS vendors, transferable design patterns, D365 Contact Center and Customer Service knowledge, and ability to lead Microsoft delivery.
• Azure Communication Services, Teams Voice, Copilot, Copilot Studio or Azure AI Foundry experience is a strong advantage, alongside awareness of vendor offerings and Microsoft differentiators.
• Client engagement, stakeholder management, team leadership, business-to-technical translation, problem-solving and communication skills. Fluent Arabic and English are both required.
• Relevant vendor certifications, D365 Customer Service Functional Consultant Associate, Customer Experience Analyst Associate and Copilot and Agent Administration Fundamentals are preferred; additional customer-experience or solution-architecture qualifications are advantages.

Development and benefits

• The employer offers competitive pay and benefits, well-being and work-life support, continuing learning and digital development. Staff are expected to follow its professional framework and contribute to a collaborative, inclusive workplace.

How to apply

• The advertised worksite is Amman, Jordan. Open the official employer vacancy using the application button and start the online application there. No specific closing date is stated.