Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate

Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate (AB-250)

This certification validates your ability to design and implement AI-powered contact center solutions in Microsoft Dynamics 365 for scalable service and growth.

As a candidate, you're a contact center engineer or solutions professional who designs, implements, and supports AI-powered contact center solutions using Microsoft Dynamics 365 Contact Center and service-oriented autonomous agents. You translate business and service requirements into scalable, well-governed contact center solutions that combine human representatives with AI-driven capabilities.

Skills measured

Deploy Dynamics 365 Contact Center
Implement channels
Configure agents and AI capabilities
Configure work distribution
Configure the Dynamics 365 Contact Center representative experience
Manage analytics for the Dynamics 365 Contact Center

Prerequisites

You should have experience implementing or planning to implement contact center as a service (CCaaS) solutions, and an understanding of how voice, social, and digital channels are orchestrated in a contact center. Familiarity with contact center personas (representatives, supervisors, administrators), AI self-service and AI-assisted experiences, and the Microsoft Power Platform, Copilot Studio, Power BI, Teams, and Microsoft Foundry ecosystem is expected.

Level: Intermediate · Exam duration: 120 minutes, proctored

Language: English