MS Dynamics 365 CRM CCaaS (Contact Centre as a Service) platform.

Job Title: Microsoft Dynamics 365 CCaaS / Customer Service ConsultantKeyExperience - 5 to 12 yrsLocation - Pan IndiaResponsibilitiesDesign & Implementation: Lead the implementation of Dynamics 365 Contact Center (Voice, Chat, SMS, Social) and Dynamics 365 Customer Service.Integrations: Integrate D365 with CCaaS platforms (e.g., Genesys Cloud, Amazon Connect, Nice CXone) and configure Azure Communication Services for telephony.AI/Copilot Config: Implement Copilot Studio conversational flows, Gen AI conversational IVR, and AI-driven agent productivity tools (summaries, sentiment analysis).Omnichannel Routing: Develop intelligent Unified Routing rules based on skills, agent availability, and customer context.Customization: Customize Dataverse entities, develop C#, JavaScript, and Power Automate flows.Testing & Support: Lead UAT, final validation, cutover, and post-go-live hypercare.Core Competence: Hands-on experience with Microsoft Dynamics 365 Customer Service and Omnichannel for Customer Service.CCaaS Expertise: Knowledge of Digital Contact Center Platform/Dynamics 365 Contact Center.Platform Knowledge: Strong skills in Microsoft Power Platform (Power Automate, Power Virtual Agents), Dataverse, and Azure.Development: Proficiency in C# and JavaScript for D365 customizations.Documentation: Ability to create functional specs, technical documentation, and blueprints.Preferred QualificationsMicrosoft Dynamics 365 Customer Engagement (CE) or Customer Service certifications.Experience with Azure Open AI Services.Previous experience migrating from legacy telephony systems to cloud-based CCaaS.

Apply Now