Microsoft Certified Dynamics 365 Contact Center AI Engineer Associate is an associate certification for engineers who design and implement AI powered contact centre solutions in Dynamics 365.
Instructor Led Dynamics 365 Contact Center AI Engineer Training
What the Dynamics 365 Contact Center AI Engineer Certification Covers
The Microsoft Certified Dynamics 365 Contact Center AI Engineer Associate is the credential for engineers who design, implement and support AI powered contact centre solutions in Microsoft Dynamics 365 Contact Center. It proves you can build scalable, always on service across voice and digital channels, where human representatives, AI agents and autonomous agents work together.
This course suits contact centre engineers, Dynamics 365 administrators and service professionals who want to configure intelligent, well governed contact centres rather than manage them by hand. Over four days our experienced trainers take you through deploying Dynamics 365 Contact Center, implementing chat, digital and voice channels, configuring Copilot agent assist and voice agents, setting up unified routing, tailoring the representative and supervisor experience, and managing analytics.
You also cover proactive outbound campaigns, workforce management, knowledge management, real time translation and responsible AI governance. The training prepares you for the official Microsoft exam that leads to the Dynamics 365 Contact Center AI Engineer Associate certification, and the exam fee is included in your course. Holding this associate certification is also one way to meet the prerequisite for the expert Agentic AI Business Solutions Architect course. This course comes with digital course material and our price beat guarantee.
The Dynamics 365 Contact Center AI Engineer Associate certification shows you can build AI powered contact centres that handle customer conversations across voice, chat and digital channels. It is an intermediate, role based credential that connects service requirements to Copilot, routing and self service agents, which is exactly what employers modernising their contact centres are hiring for.
With Logitrain, the official Microsoft exam is included in your course fee, and you can sit it within three months of finishing. You receive digital course material, learn from experienced trainers, and are covered by our price beat guarantee. Study in person in Melbourne, Sydney and Brisbane, or live online anywhere in Australia, and sit the exam at any Pearson VUE test centre or online through Pearson VUE proctoring.
There is no mandatory certification you must hold before this course. Microsoft recommends experience implementing or planning contact center as a service solutions, an understanding of how voice, social and digital channels are orchestrated, and familiarity with contact centre personas such as representatives, supervisors and administrators. Experience with Power Platform, Copilot Studio, Power BI, Microsoft Teams and Microsoft Foundry will help you get the most from the course.
Once you hold this associate certification, the natural next step is the expert level Agentic AI Business Solutions Architect course, since an associate certification from this family is required before you sit that exam.
Candidates can achieve this certification by passing the following exam.
- AB-250 Transforming Contact Center Experiences with AI in Dynamics 365, leading to the Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate certification
You can book and sit the exam within three months of finishing your course. Sit it at any Pearson VUE test centre, or online through Pearson VUE online proctoring from a private space.
Exam format: multiple choice and multiple response questions with a passing score of 700 on a scale of 1000. Microsoft does not publish a fixed number of questions or a set time limit for this exam.
Digital courseware for AB-250 Transform Contact Center Experiences with AI in Dynamics 365, supplied in electronic format for use during and after training.
- Contact centre engineers and solution professionals
- Dynamics 365 Customer Service and Contact Center administrators
- Customer service and contact centre managers
- IT professionals implementing contact center as a service solutions
- Power Platform makers moving into contact centre solutions
- Telephony and IVR specialists modernising voice channels
- Career changers moving into Dynamics 365 service roles
- Contact centre engineers and solution professionals
- Dynamics 365 Customer Service and Contact Center administrators
- Customer service and contact centre managers
- IT professionals implementing contact center as a service solutions
- Power Platform makers moving into contact centre solutions
- Telephony and IVR specialists modernising voice channels
- Career changers moving into Dynamics 365 service roles
- Configure the Copilot Service workspace
- Configure and extend connectors for Dynamics 365 Contact Center
- Configure embedded Dynamics 365 Contact Center mode
- Configure Copilot for third party CCaaS solutions
- Enable agent simulation to evaluate journeys
- Enable the Health Agent to investigate issues proactively
- Manage and roll out agents using the Agent hub
- Create solutions and configure application lifecycle management for deployments
- Manage an omnichannel environment
- Manage users, security roles, personas and capacity profiles
- Configure the chat channel and embed a chat widget
- Configure record based and digital channels
- Configure proactive chat and pre chat surveys
- Extend chat using the live chat SDK and the Messaging SDK
- Configure a custom messaging channel using messaging APIs
- Enable real time translation of conversations
- Configure the voice channel and manage phone numbers
- Integrate a non Microsoft IVR system with the voice channel
- Configure inbound and outbound calling profiles
- Configure call recording, transcription and real time translation
- Configure sensitive data masking and automatic customer identification
- Configure consult with representatives and transfer of conversations
- Manage proactive outbound campaigns, dialling methods and the dashboard
- Configure workforce management, forecasting, scheduling and shifts
- Configure Copilot summaries and the Ask a question feature
- Configure knowledge sources for Copilot in Customer Service
- Extend Copilot capabilities with prompt plugins and tools
- Create a smart assist bot
- Configure IVR voice agents using generative AI or classic orchestration
- Configure the Real time Speech agent and multilingual voice agents
- Secure the voice channel and configure compliant call recording
- Create and manage queues, prioritisation, overflow and fallback
- Configure workstreams and work classification rules
- Configure skills based, AI enabled and intent based routing
- Configure preferred representative routing and record routing
- Diagnose unified routing using conversation diagnostics
- Create experience profiles, session templates and the agent inbox
- Configure productivity tools, scripts, slugs and macros
- Enable Teams collaboration and extend the productivity panel
- Configure knowledge management and the Customer Knowledge Management agent
- Configure the supervisor experience and the Quality Evaluation agent
- Customise KPIs and reports using the embedded Power BI editor
- Extend historical and real time analytics using Power BI Desktop
- Configure conversation diagnostics and telemetry in Application Insights
- Agentic AI Business Solutions Architect is the expert next step, and this associate certification helps meet its prerequisite.
- Dynamics 365 Sales AI Consultant Associate is a sibling associate for people focused on sales rather than service.
- Intelligent Applications Builder Associate suits engineers who also build intelligent apps on Power Platform.
- AI Agent Builder Associate goes deeper on designing and building agents, including the voice and self service agents used here.
- AI Business Professional builds practical Copilot skills for everyday service and business work.
- AI Transformation Leader suits managers guiding AI adoption across service teams.
- Microsoft courses lists the full range of Microsoft training at Logitrain.
Got a service team to train? Logitrain can deliver the Dynamics 365 Contact Center AI Engineer course in house at your premises anywhere in Australia, with the same experienced trainer, course material, mock test and official exam as the public courses. It suits customer service, contact centre and IT teams who want everyone trained together on dates that suit the business.
What is the Dynamics 365 Contact Center AI Engineer Associate certification?
It is Microsoft’s associate level credential for engineers who design, implement and support AI powered contact centre solutions in Dynamics 365 Contact Center, spanning voice and digital channels, Copilot agent assist, routing and self service agents.
Is the exam included in the course fee?
Yes. The official Microsoft certification exam is included in your Logitrain course fee, and you can sit it within three months of finishing your training.
What are the prerequisites for this course?
There is no mandatory certification. Microsoft recommends experience with contact center as a service solutions and channel orchestration, along with familiarity with Power Platform, Copilot Studio, Power BI, Microsoft Teams and Microsoft Foundry.
Is this the current version of the certification?
Yes. The course maps to Microsoft’s current Dynamics 365 Contact Center AI Engineer Associate certification, with skills measured updated during 2026, and the exam is delivered through Pearson VUE.
How long is the course?
The course runs for four days full time, or four weeks part time if you study in the evenings or on weekends.
Where can I attend the training?
You can train in person in Melbourne, Sydney, Brisbane, Adelaide, Perth and Canberra, or join live online anywhere in Australia. Every session is delivered live in real time with a trainer.
Which course should I take first?
Most people start with this associate course to build practical contact centre AI skills, then move on to the expert Agentic AI Business Solutions Architect course once they are ready to design solutions at an architecture level.
What is included with the AB-250 Course?
Includes Official Exam Fee
Take the certification exam within 3 months of course / module completion
Authorised Test Centre
Take the official certification exam at Logitrain, a local VUE test centre or online
Includes Course Material
Course material in digital format is included for flexibility and ease of use
Includes Practise Questions
Practise questions are provided for better understanding of the key concepts
Instructor-led Training
Attend the course with an instructor at our training centre or from anywhere
Our Price Beat Guarantee
Relax, we will beat competitor’s advertised price. Our course has no extra costs
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The supply of this course/package/program is governed by our terms and conditions. Please read them carefully before enrolling, as enrolment is conditional on acceptance of these terms and conditions. Proposed course dates are given, course runs subject to availability and minimum registrations.
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