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

Job Title: Microsoft Dynamics 365 CCaaS / Customer Service ConsultantKey

Experience - 5 to 12 yrs

Location - Pan India

Responsibilities

• Design & 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 Qualifications

• Microsoft 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.