Microsoft Contact center

Job Title:

Location:

About the Role:

Subject Matter Expert (SME)

Key Responsibilities:

• Act as the go-to expert for Microsoft Dynamics 365 Contact Center, Azure Communication Services, Power Platform, and Teams integration.
• Lead the

  design, configuration, and deployment

  of tailored contact center solutions.
• Collaborate with stakeholders to gather requirements, define user journeys, and develop scalable solutions.
• Provide

  technical leadership

  during implementation, integration, and migration projects.
• Develop and maintain

  solution architecture documents

  , technical specifications, and best practices.
• Conduct

  training sessions, workshops, and knowledge transfers

  for teams and clients.
• Stay updated on Microsoft’s roadmap and proactively recommend enhancements.
• Troubleshoot complex contact center performance and integration issues.
• Support

  RFPs, demos, and pre-sales activities

  as a technical advisor.

Required Skills & Qualifications:

• Bachelor’s/Master’s degree in Computer Science, Information Systems, or related field.
• 7+ years of experience in

  contact center technologies

  (minimum 3 years in Microsoft Dynamics 365 Contact Center).
• Deep understanding of

  Omnichannel for Customer Service, Unified Routing, Voice Channel, and Power Virtual Agents

  .
• Experience with

  Azure Communication Services, Power Platform (Power Automate, Power Apps), and Teams integration

  .
• Strong knowledge of

  telephony systems, IVR, CTI, and CRM workflows

  .
• Proven ability to lead cross-functional teams and manage complex projects.
• Microsoft certifications (e.g., MB-230, PL-200, Azure Solutions Architect) are a plus.

Apply Now

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