Microsoft Dynamics 365 Contact Center Engineer

Microsoft Dynamics 365 Contact Center Engineer

We are seeking a Microsoft Dynamics 365 Contact Center Engineer to support the implementation, integration, and operation of an enterprise contact center built on Microsoft Dynamics 365.

This role is focused on contact center capabilities rather than traditional CRM development. Key areas include voice, IVR, Copilot Studio, routing, recording, workforce management, quality management, analytics, automation, and enterprise integrations.

Required Skills

• Hands-on experience with Microsoft Dynamics 365 Contact Center, Customer Service, or Omnichannel.

• Strong experience with Microsoft Copilot Studio, including conversational agents, IVR, actions, and human handoff.

• Experience configuring voice, queues, routing, skills, presence, capacity, transfers, and call flows.

• Experience with Power Platform, particularly Power Automate and Dataverse.

• Experience with REST APIs, integrations, connectors, and enterprise applications.

• Understanding of contact center capabilities such as call recording, transcription, screen recording, quality management, workforce management, surveys, and real-time reporting.

• Strong understanding of cloud application architecture, security, and production support.

Preferred Skills

• Experience with Azure Communication Services and Dynamics 365 voice.

• Knowledge of SIP, PSTN, SBCs, carriers, or direct routing.

• Experience with workforce forecasting, scheduling, adherence, and capacity planning.

• Experience with contact center analytics and KPIs such as AHT, ASA, service level, abandonment, occupancy, and CSAT.

• Experience with other contact center platforms such as Genesys, NICE, Cisco, Five9, Amazon Connect, or Avaya.

• Experience with Power BI, Azure services, or Power Platform ALM and CI/CD.

• C#, .NET, JavaScript, or custom Dynamics development experience is helpful but not required.

Key Responsibilities

• Configure and support Dynamics 365 Contact Center capabilities across voice and digital channels.

• Build conversational IVR and self-service experiences using Copilot Studio.

• Configure queues, routing, skills, presence, capacity, transfers, and escalation flows.

• Support recording, transcription, quality management, workforce management, surveys, and analytics.

• Build workflows and integrations using Power Automate, Dataverse, APIs, and enterprise services.

• Troubleshoot contact center, telephony, integration, automation, and Copilot issues.

• Partner with business, architecture, infrastructure, security, and engineering teams to deliver scalable solutions.

Soft Skills

• Strong analytical and troubleshooting skills.

• Strong communication and stakeholder management.

• Self-driven with strong ownership and accountability.

• Ability to work effectively across technical and business teams.