Contractor – Microsoft Teams Telephony Expert

Are you a Microsoft Teams Telephony Expert ready to shape the future of the digital workplace?At HSO, we’re looking for an experienced External Contractor – Microsoft Teams Telephony Expert with strong expertise in Dynamics 365 Contact Center integration.Contract Type: Project-based, full-time allocation during build and cutover; part-time during hypercare. Location: Remote We are implementing Microsoft Teams Telephony integrated with Microsoft Dynamics 365 Contact Center to deliver a unified, compliant, and analytics-driven voice solution across enterprise users and the Contact Center. The contractor will architect, implement, and operationalize the end-to-end solution, including PSTN connectivity, SBC configuration, routing, policies, analytics, and deep integration with Dynamics 365 Contact Center (voice, routing, and agent experience). Key ResponsibilitiesArchitecture & Design

• Design end‑to‑end Teams Phone architecture (Calling Plans, Operator Connect, and Direct Routing options) aligned to business, compliance, and cost constraints.
• Define SBC topology (e.g., AudioCodes, Ribbon) including SIP trunks, media bypass, codecs, and HA/DR.
• Architect call flows for enterprise users and Contact Center agents; map DID strategy, number portability, and routing requirements.
• Define integration patterns with Dynamics 365 Contact Center (voice, agent experience, skill/queue configuration, IVR, and routing logic).
• Produce detailed HLD/LLD, network requirements, firewall rules, QoS/DSCP, bandwidth sizing, emergency calling, location services, and survivability (SBA/SBS options where applicable).

Implementation & Configuration

• Configure Teams Phone policies (voice routing, dial plans, calling policies), number assignment, resource accounts, auto attendants, call queues.
• Set up SBCs (firmware, certificates, SIP profiles), interop testing with PSTN carriers, failover scenarios, and emergency services (E911) compliance.
• Implement Contact Center voice integration with Dynamics 365 Contact Center (queues, skills, IVR, agent states), ensuring seamless agent experience in Teams.
• Script and automate provisioning using PowerShell for Teams, Graph API / Cloud Communications API, and configuration as code where feasible.
• Configure call recording, retention, legal/compliance policies, and Teams compliance recording integrations (if required).
• Enable and tune CQD (Call Quality Dashboard) and Call Analytics, set up proactive monitoring and alerting.

Testing, Cutover & Hypercare

• Drive integration testing: unit, system, performance, failover, and user acceptance for enterprise and Contact Center.
• Execute pilot(s), phased migration approach (numbers & users), and production cutover with rollback plans.
• Provide runbooks, SOPs, and knowledge transfer to operations; define SLAs and incident workflows.
• Deliver hypercare support post go‑live, stabilize KPIs, tune routing and policies, and remediate quality issues.

Governance, Security & Compliance

• Ensure alignment with Microsoft 365 governance, Conditional Access, MFA, role-based access, audit, retention, and GDPR considerations.
• Document emergency calling location management, dynamic E911, and compliance/recording policies.
• Implement change control, configuration management, and security baseline across SBCs and Teams.

Stakeholder & Vendor Management

• Collaborate with Network, Security, Contact Center Operations, and Dynamics teams.
• Coordinate with carriers and SBC vendors for interop and number porting.

Required Qualifications

• 10+ years in enterprise voice/UC; 5+ years with Microsoft Teams Phone (Direct Routing, Operator Connect, Calling Plans).
• Proven delivery of Teams Telephony integrated with contact center platforms; experience with Dynamics 365 Contact Center (preferred) or equivalent (e.g., Nice, Five9, Genesys) with Teams.
• Deep expertise with SBCs (AudioCodes/Ribbon), SIP, TLS/SRTP, certificates, media paths, NAT, SBC routing, and HA.
• Proficiency in Teams Admin (voice routing policies, dial plans, resource accounts), PowerShell (Teams module), Microsoft Graph / Cloud Communications API.
• Strong knowledge of CQD, Call Analytics, end‑to‑end voice quality troubleshooting.
• Network fundamentals: QoS/DSCP, VLAN, WAN optimization, firewall/NAT rules, bandwidth dimensioning.
• Security and compliance: call recording, retention, auditing, role-based access control.
• Excellent documentation, stakeholder communication, and vendor/carrier coordination.

About HSO At HSO, we’re more than a global IT consultancy—we’re a catalyst for innovation and growth. With over 2,800 professionals across 30+ countries, we help organizations transform their businesses through the power of Microsoft technologies. As a Microsoft Gold Certified Partner since 2002 and a proud member of the Microsoft Dynamics Inner Circle (top 1% of partners globally), we bring deep expertise in Dynamics 365, the Azure cloud platform, and our own industry-specific solutions. Our people are at the heart of everything we do. We foster a culture of collaboration, curiosity, and continuous learning—where every voice matters and every idea can spark change. With ambitious growth plans, both organically and through acquisitions, now is an exciting time to join HSO and shape the future of digital transformation on a global scale.