Microsoft CX & CCaaS Implementation Specialist

We are seeking a Microsoft CX & CCaaS Implementation Specialist with deep expertise in MS Dynamics CCaaS, MS Dynamics 365 CRM Customer Service, Microsoft Copilot Studio, and Azure Communication Services to design, build, and operationalize next-generation customer experience (CX) and contact-center-as-a-service (CCaaS) environments. This role sits at the intersection of Dynamics 365 CRM Service, Microsoft Dynamics CCaaS, and Copilot-driven automation, enabling seamless omnichannel engagement, agent assist, and AI-driven case management.

TeKnowledge

You’ll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.

Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world.

Why You’ll Enjoy It Here:

• Be Part of Something Big

  – A growing company where your contributions matter.

• Make an Immediate Impact

  – Support groundbreaking technologies with real-world results.

• Work on Cutting-Edge Tech

  – AI, cybersecurity, and next-gen digital solutions.

• Thrive in an Inclusive Team

  – A culture built on trust, collaboration, and respect.

• We Care

  – Integrity, empathy, and purpose guide every decision.

We’re looking for innovators, problem-solvers, and experts ready to drive change and grow with us.

We Are TeKnowledge. Where People Lead and Tech Empowers.

Key Responsibilities

• Design and configure Dynamics 365 Customer Service, Microsoft CCaaS, and Copilot Studio solutions across voice, chat, and digital channels.
• Integrate Microsoft CCaaS, Dynamics 365 with Azure Communication Services (ACS), Power Platform, and third-party CRMs.
• Develop and maintain reusable reference architectures, solution blueprints, and deployment templates for D365 + CCaaS synergies.
• Build and maintain demo environments, accelerators, and proof-of-concept demonstrating integrated D365 Service + Copilot + CCaaS capabilities.
• Translate presales solution designs into implementation-ready configurations and guide delivery teams through setup and go-live.
• Own UAT setup, final validation, cutover, and hypercare readiness.
• Implement Copilot Studio conversational flows integrated with Dynamics 365 cases, knowledge bases, and Power Virtual Agents.
• Design intelligent routing, agent assist, and self-service automation leveraging Microsoft AI services.
• Build and publish custom connectors, plug-ins, and data adapters to unify customer journeys.
• Create technical BoQs, solution documentation, and implementation playbooks for presales and delivery teams.
• Support solution sizing, feasibility analysis, and migration assessments (e.g., from Genesys, Avaya, Kore.ai, or Cognigy).
• Ensure alignment with Microsoft Cloud Adoption Framework, Security & Compliance, and Well-Architected Framework standards.
• Continuously refine solutions to enhance agent productivity, CX analytics, and service automation maturity.

Required Skills & Experience

• Proven hands-on implementation experience with Microsoft Dynamics 365 Customer Service, CCaaS (Digital Contact Center Platform), and Copilot Studio.
• Strong understanding of omnichannel engagement, case management, routing logic, and agent productivity tools.
• Experience in CCaaS migrations and integration architectures using Azure Communication Services and Power Automate.
• Ability to build end-to-end CX solutions connecting Dynamics 365, Copilot, Azure Open AI Services, and external systems such as WFM.
• Excellent technical documentation skills.
• Familiarity with Azure Foundry, Power Platform, Dataverse, and Azure Cognitive Services.

Preferred Qualifications

• Microsoft Certifications: MB-910 / MB-920 (Dynamics 365 Fundamentals), MB-230 (Dynamics 365 Customer Service Functional Consultant), AI-102 (Azure AI Engineer Associate), Azure Communication Services, and/or Copilot Studio specializations.
• Prior experience in presales solution engineering, consulting, or technical evangelism roles.
• Demonstrated success in creating accelerators, integration templates, or solution IP within Microsoft ecosystems.
• Understanding of contact-center KPIs, journey analytics, and CX transformation frameworks.