Head of D365 CCaaS

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Job description

Head of D365 CCaaS

Job Description

We are looking for an experienced Dynamics 365 Contact Centre as a Service (CCaaS) leader to take on a senior role in our practice, with responsibility for building and leading the practice, developing and growing our team and taking key delivery roles in some of our most strategically important client programmes.

The ideal candidate will be an established principal consultant with more than 10 years experience of working in the Microsoft Dynamics 365 Customer Service & CCaaS area. They will be a recognised SME in their field, experienced in leading and developing teams and have the gravitas necessary to take on senior client delivery roles. They will have an in depth view of how the Dynamics platform is evolving and be able to communicate the implications of this for both our clients and our teams
They will be passionate about developing a strong community ethic within the team and driving a high performance culture. They will have strong collaboration skills and be comfortable working as part of a global team.

Responsibilities

• Building and leading the D365 CCaaS practice, developing the team to enable the delivery of our long term business strategy
• Be a champion for the D365 CCaaS Product
• Have an exceptional understanding of Dynamics 365 CCaaS capabilities and the wider CCaaS market
• Driving collaboration across the UK practice and at a group level
• Building the eminence of KPMG Microsoft Business Solutions within the marketplace
• Developing a high performance culture within the D365 CCaaS practice
• Supporting pre-sales and key client engagements to secure new business and demonstrate delivery excellence
• Define training needs within the team and coach other team members
• Meet and exceed customer expectations of business knowledge, skills and behaviour
• Identify practice development activities and help in defining how these will be delivered

Requirements
Qualifications and Skills
• Deep and broad knowledge of CCaaS in general and Microsoft Dynamics 365 Customer Service & CCaaS
• Broad understanding of software delivery and business transformation programme
• Excellent soft skills and leadership qualities

Experience and Background
• Ability to undertake senior roles in complex engagements and present to the C-Suite stakeholders
• Experience with Microsoft Dynamics 365 Customer Service & CCaaS in a Lead Consulting role
• Experience of large scale CCaaS implementations
• Pre-sales experience in Microsoft Dynamics 365 Customer Service & CCaaS
• Excellent presentation and demonstration skills
• Extensive experience of mentoring and developing teams