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 BizApps MVP in Customer Experience and Customer Service. An expert Microsoft Certified Solution Architect for the Dynamics 365 business applications, who's led the delivery and implementation of several tailored and value-oriented solutions to meet diverse global and national business requirements, that lead to positive customer outcomes. 15x Microsoft Certified and Success by Design Accredited, I use its principles that blend strategic design, rigorous gap analysis, and the pursuit of excellence in service delivery, to craft pathways to success for customers. As a member of the Microsoft Women In Power (Platform) Mentorship Leadership group, and a regular Microsoft Community contributor through my HeuristicDev blog posts and public speaking, I have a 'thing' for learning, a thirst for knowledge, and a desire for sharing both to uplift and empower all.