Session Abstract

In June 2026, the AB-250 Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate becomes available as a beta exam, with the exam expected to go live in August 2026. This session guides you through how his new AI-first certificate goes beyond routing and channels, focusing on how AI, Microsoft Copilot, and agents deliver scalable, always‑on service across voice and digital channels Whilst this new certification is designed for contact center engineers and solutions pros who design and run modern contact center as a service (CCaaS) solutions with Dynamics 365 Contact Center, its knowledge and mastery will benefit anyone building service‑oriented autonomous agents.

Note to event organizers

The description of the session will be updated as soon as Microsoft confirm the ate when the new exam goes live.

Sharon Smith

I'm a dual Microsoft Business Applications MVP in Customer Experience and Customer Service. An expert Microsoft Certified Senior Solution Architect specialising in the Global Public Sector, Aerospace & Defence, and Tech & Digital sectors. I've led the delivery and implementation of several tailored and value-oriented solutions to meet diverse global and national business requirements. As Founder of the Community-led organisation The Mentoring Hub, a regular Tech contributor through my HeuristicDev blog posts, and an international public speaker on both, I have a 'thing' for learning, a thirst for knowledge, and a desire for sharing both to uplift and empower all.