Key Requirements: 

• 5+ years' experience delivering Contact Centre as a Service (CCaaS) solutions in a functional consulting capacity.
• Strong expertise in gathering business requirements and designing customer service solutions using Microsoft Copilot Studio and modern CCaaS platforms.
• Proven experience delivering end-to-end implementations, including workshops, solution design, configuration, testing, user training, and go-live support.
• Solid understanding of customer service, contact centre operations, omnichannel communications, IVR, routing, and conversational AI.
• Experience configuring and optimising Microsoft Copilot Studio to build AI-powered virtual agents and automated customer journeys.
• Ability to translate business requirements into scalable, user-focused solutions, working closely with stakeholders across business and technical teams.
• Strong communication, stakeholder management, and documentation skills, with experience leading workshops and managing client relationships.
• Experience with the Microsoft Power Platform, Dynamics 365 Customer Service, Azure, or other enterprise CCaaS solutions is highly desirable.
• Native Arabic speaker (mandatory), with professional proficiency in English.