About the Role
We are looking for an experienced Integration Analyst to join our clients delivery team for a strategic project. This engagement centers on a multi-year digital transformation roadmap, specifically the modernisation of their contact center ecosystem.
The successful candidate will lead the technical transition from legacy Dynamics 365 Unified Service Desk (USD) environments to the AI-driven Microsoft Copilot Service Workspace (CSW), with a target completion of June 2028.
Key Responsibilities
- Solution Design: Act as a consultative bridge, converting complex business cases into robust technical documentation and architectural blueprints.
- Modernisation Lead: Navigate the transition from legacy on-premise hardware to a flexible, cloud-based CCaaS (Contact Centre as a Service) platform.
- Workflow Visualisation: Use Visio or Web sequence diagrams to clearly depict and communicate integration workflows to both technical and non-technica...
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