{"@id":"https://credentialengineregistry.org/resources/ce-c3a496e1-791c-4ee0-9cb6-1873e075fa39","@type":"ceterms:Certificate","@context":"https://credreg.net/ctdl/schema/context/json","ceterms:ctid":"ce-c3a496e1-791c-4ee0-9cb6-1873e075fa39","ceterms:name":{"en-US":"Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate"},"ceterms:ownedBy":["https://credentialengineregistry.org/resources/ce-8f1a526b-3e18-4a4e-829f-05b85197772c"],"ceterms:requires":[{"@type":"ceterms:ConditionProfile","ceterms:name":{"en-US":"Requirements to earn this certification:"},"ceterms:description":{"en-US":"Pass Exam"},"ceterms:targetAssessment":["https://credentialengineregistry.org/resources/ce-4aac7c36-2179-45ba-bf77-c7d2d90378b6"],"ceterms:targetCompetency":[{"@type":"ceterms:CredentialAlignmentObject","ceterms:framework":"https://credentialengineregistry.org/resources/ce-45f3954b-d09a-45d3-918d-14f9809a4520","ceterms:targetNode":"https://credentialengineregistry.org/resources/ce-8d514bd3-4554-4c10-b322-30ef14d857a8","ceterms:frameworkName":{"en-US":"Microsoft Skills Measured"},"ceterms:targetNodeName":{"en-US":"Deploy Dynamics 365 Contact Center"}},{"@type":"ceterms:CredentialAlignmentObject","ceterms:framework":"https://credentialengineregistry.org/resources/ce-45f3954b-d09a-45d3-918d-14f9809a4520","ceterms:targetNode":"https://credentialengineregistry.org/resources/ce-5ffd14f0-9b9e-426b-a92d-3d8d64b02b41","ceterms:frameworkName":{"en-US":"Microsoft Skills Measured"},"ceterms:targetNodeName":{"en-US":"Implement channels"}},{"@type":"ceterms:CredentialAlignmentObject","ceterms:framework":"https://credentialengineregistry.org/resources/ce-45f3954b-d09a-45d3-918d-14f9809a4520","ceterms:targetNode":"https://credentialengineregistry.org/resources/ce-eebfa1ee-494a-4025-ba60-9ada9cb6edce","ceterms:frameworkName":{"en-US":"Microsoft Skills Measured"},"ceterms:targetNodeName":{"en-US":"Configure agents and AI capabilities"}},{"@type":"ceterms:CredentialAlignmentObject","ceterms:framework":"https://credentialengineregistry.org/resources/ce-45f3954b-d09a-45d3-918d-14f9809a4520","ceterms:targetNode":"https://credentialengineregistry.org/resources/ce-cbd70dbe-24dd-454f-b65d-f07d39f41baa","ceterms:frameworkName":{"en-US":"Microsoft Skills Measured"},"ceterms:targetNodeName":{"en-US":"Configure work distribution"}},{"@type":"ceterms:CredentialAlignmentObject","ceterms:framework":"https://credentialengineregistry.org/resources/ce-45f3954b-d09a-45d3-918d-14f9809a4520","ceterms:targetNode":"https://credentialengineregistry.org/resources/ce-45858f70-ff66-4d79-8c0f-8aa655a976be","ceterms:frameworkName":{"en-US":"Microsoft Skills Measured"},"ceterms:targetNodeName":{"en-US":"Configure the Dynamics 365 Contact Center representative experience"}},{"@type":"ceterms:CredentialAlignmentObject","ceterms:framework":"https://credentialengineregistry.org/resources/ce-45f3954b-d09a-45d3-918d-14f9809a4520","ceterms:targetNode":"https://credentialengineregistry.org/resources/ce-acbc5eba-1a0c-4c55-8d87-ea8975ccc49c","ceterms:frameworkName":{"en-US":"Microsoft Skills Measured"},"ceterms:targetNodeName":{"en-US":"Manage analytics for the Dynamics 365 Contact Center"}}]}],"ceterms:inLanguage":["en"],"ceterms:description":{"en-US":"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.\n\nIn this role, you're responsible for:\n\nConfiguring workstreams and engagement channels.\nDesigning, managing, and implementing routing strategies.\nConfiguring service representative profiles and experiences.\nEnabling productivity tools, including Microsoft Copilot-assisted guidance.\nImplementing and managing agents for customer self-service.\nIdentifying implementation opportunities for and managing service-oriented autonomous agents.\nWorking with Dynamics 365 Contact Center tools for continuous improvement.\nMonitoring and resolving operational issues identified in the contact center.\nConfiguring proactive engagement capabilities, including outbound dial modes and journey orchestration.\nConfiguring workforce management capabilities, including demand forecasting, scheduling, and skills alignment.\nYou 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.\nFor this exam, you should have:\n\nExperience implementing or planning to implement contact center as a service (CCaaS) solutions.\nAn understanding of how voice, social, and digital channels are used and orchestrated in a contact center.\nFamiliarity with contact center personas, such as representatives, supervisors, and administrators.\nA fundamental understanding of agents, along with AI self-service and AI-assisted experiences.\nExperience working in or supporting business environments that focus on agent productivity, routing, service performance.\nFamiliarity with the supervisor role and related activities.\nAdditionally, 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."},"ceterms:subjectWebpage":"https://learn.microsoft.com/en-us/credentials/certifications/d365-contact-center-ai-engineer-associate/?practice-assessment-type=certification","ceterms:credentialStatusType":{"@type":"ceterms:CredentialAlignmentObject","ceterms:framework":"https://credreg.net/ctdl/terms/CredentialStatus","ceterms:targetNode":"credentialStat:Active","ceterms:frameworkName":{"en-US":"Credential Status"},"ceterms:targetNodeName":{"en-US":"Active"},"ceterms:targetNodeDescription":{"en-US":"Awards of the credential are ongoing."}}}