Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (beta) (Certification)

As a candidate for this Microsoft Certification, you’re a contact center engineer or solutions pro who designs, implements, and supports AI-powered contact center solutions by using Microsoft Dynamics 365 Contact Center and service-oriented autonomous agents. Your role involves translating business and service requirements into scalable, well-governed contact center solutions that include human representatives and AI-driven capabilities.

In this role, you’re responsible for:

• Configuring workstreams and engagement channels.
• Designing, managing, and implementing routing strategies.
• Configuring service representative profiles and experiences.
• Enabling productivity tools, including Microsoft Copilot–assisted guidance.
• Implementing and managing agents for customer self-service.
• Identifying implementation opportunities for and managing service-oriented autonomous agents.
• Working with Dynamics 365 Contact Center tools for continuous improvement.
• Monitoring and resolving operational issues identified in the contact center.
• Configuring proactive engagement capabilities, including outbound dial modes and journey orchestration.
• Configuring workforce management capabilities, including demand forecasting, scheduling, and skills alignment.

You typically collaborate with customer service leaders, contact center managers, IT teams, and legal and compliance stakeholders to help ensure that solutions align with operational goals, organizational policies, and responsible AI principles, including security, data protection, transparency, and accountability.

For this exam, you should have:

• Experience implementing or planning to implement contact center as a service (CCaaS) solutions.
• An understanding of how voice, social, and digital channels are used and orchestrated in a contact center.
• Familiarity with contact center personas, such as representatives, supervisors, and administrators.
• A fundamental understanding of agents, along with AI self-service and AI-assisted experiences.
• Experience working in or supporting business environments that focus on agent productivity, routing, service performance.
• Familiarity with the supervisor role and related activities.

Additionally, you should have experience with Microsoft Power Platform, Microsoft Copilot Studio, Power BI, Microsoft Teams, and Microsoft Foundry. You should know how to use automation, integrations, and AI capabilities to extend and optimize service workflows. You also need to understand how to design modern contact centers, where human representatives, AI agents, and autonomous AI agents work together within secure, compliant, and well-governed systems.