Dynamics Contact Centre Capability Lead

Background

One of the UK’s most innovative and well-established Microsoft Dynamics 365 consultancies, Xpedition offers a broad portfolio of Design, Configuration, Training, Project Management and Integration Services for clients deploying Dynamics 365 based cloud solutions.

At Xpedition we guide our client’s path to growth, through the implementation of AI embedded cloud-based business applications. We help our clients to understand how technology can empower their business in real terms. We deliver real business value through expert consultancy. We are known for our questioning nature and for challenging the status quo. Our experts are passionate about sharing their knowledge, revitalising client experiences and improving operational efficiency.

We love delivering interesting, challenging and diverse projects based on Dynamics 365 and the Power Platform, and already have over 200 clients across our Customer Engagement and ERP propositions.

Our Values & Culture

Our values are a big part of who we are. They reflect how we work with our customers and each other. We are very proud to have been recognised as a Great Place to Work® and as a UK’s Best Workplace™ for Women, for Wellbeing and for Tech! We are a diverse group of professionals and act as champions for each other. We maintain an open, friendly and collaborative culture that is respectful of everyone’s opinion and our growth mindset defines the way we think and act.

Job Purpose

The capability leader for Microsoft Dynamics Contact Centre deployments is a senior role that combines deep technical expertise in Dynamics 365 Contact Center with strong leadership and management skills. The person in this position will head a consulting capability focused on implementing Microsoft’s Contact Centre solutions for clients. This involves guiding a team of professionals, ensuring successful project delivery, and driving the strategic growth of the capability area.

Working directly for the CEO, develop and incubate this new service line with the anticipation that the fee-earning headcount will quickly grow to 10 consultants.

Key Responsibilities

• Hold an in-depth understanding of Microsoft Dynamics 365 Contact Center product capabilities, including its omnichannel engagement features and AI-driven tools. The candidate should be familiar with how Dynamics 365 Contact Center integrates multiple customer communication channels (voice, chat, email, social media) into a unified platform.
• In collaboration with Marketing, develop compelling service propositions that allows Xpedition to establish a market presence.
• Ensure client satisfaction by delivering high quality solutions that generate a quantifiable business benefit for the client.
• Develop fit-for-purpose project delivery methodologies for Xpedition that can be flexed to apply to different client demands.
• Provide leadership to a capability area, perform supervisory duties for assigned direct reports.
• Development of a consultant progression framework and the active management of consultants to develop skills and experience to support their growth
• For the first year of operation and reflecting the start-up nature of this business area, hold a modest personal utilisation target
• Directly and through assigned team, support the Sales team in the development of new business and existing client revenue, specifically:
  • Support the sales process with the development of solution scope & business case documents for clients supported by competitive services estimates
  • Be an active participant in the sales process, presenting the value of Xpedition and the Contact Centre technology.
  • Work with Sales to present the Xpedition methodology and other capability proof points to prospective clients.
  • Develop thought leadership content that be used in social media and other marketing activities

• Performance Measures
  • Capability P&L contribution
  • Team utilisation & realisation rates
  • Client satisfaction
  • Developing accurate forecasts and then delivering against the forecast

Knowledge, Skills & Experience

• Degree, preferably in an IT or business-related subject, or equivalent relevant experience

• The applicant will have commercial experience working with Microsoft Contact Centre or other competitive technology
• Overseeing significant IT transformation programmes
• Prior experience of leading a Consulting practice focused on Contact Centre technology with evidence of building capability and capacity
• Technical and customer delivery experience of working with:
  • Contact Centre Architecture & Integration (IVR, CTI, CRM, Unified Intelligent Routing)
  • Contact Center Hardware/Device Vendors
  • Telecommunications Carriers & SIP Trunk Providers
  • Workforce optimisation
  • Microsoft Teams Calling
  • Microsoft Teams and its integration with Dynamics 365
  • Nuance or other IVR technologies
  • Unified Communications as a Service
  • Dynamics 365 Customer Service
  • CoPilot Studio or other customer service AI tooling

Personal Situation

• Self-driven, agile, innovative, results-orientated with a positive outlook and a clear focus on high quality and client satisfaction

Personal Situation

• The candidate would ideally have easy access to our London offices
• Requirement to travel to client sites and spend the occasional night away from home
• On occasion some international travel may be required
• Candidate will hold a United Kingdom driving licence

At Xpedition, we are committed to providing Equal Opportunity for all applicants regardless of race, national or ethnic origin, age, disability, sex, gender, sexual orientation, marital status, religion or belief. Discrimination of any kind is strictly prohibited throughout the organisation as we promote a diverse and inclusive workforce.

Our values are a big part of who we are. They reflect how we work with our customers and each other.

We are very proud to have been recognised as a Great Place to Work® and as a UK’s Best Workplace™ for Women, for Wellbeing and for Tech! We are a diverse group of professionals and act as champions for each other.

We maintain an open, friendly, and collaborative culture that is respectful of everyone’s opinion and our growth mindset defines the way we think and act.

Xpedition only accepts direct applicants and applications via the Preferred Supplier List of recruitment companies where terms have been agreed.