Contact Center Support Engineer

Rezult continues to make great strides toward enhancing the technology community nationwide. We are consistently looking for qualified professionals to join us in achieving success. Currently, we are searching for a Contact Center Support Engineer to fulfill an immediate vacancy.

This individual will be responsible for:

• Implementing and supporting the implementation of an enterprise-level contact center and agent functionality.
• Developing self-service workflows using Microsoft Copilot Studio Agents and Dynamics 365 to provide automated assistance for many store-level systems. 
• Provide hands-on desktop, browser, and network support for Dynamics 365 Customer Service Premium and Contact Center internal users.
• Leverage Power Platform daily to automate business processes with Power Automate, manage contact center data in Dataverse, customize model-driven Power Apps, and support Microsoft Copilot Studio agents integrated with Dynamics 365 Contact Center.

We are actively speaking with applicants who have a minimum of: 

• 5+ Years of experience with Windows Desktop Support in an enterprise environment.
• 3+ Years working hands-on with Dynamics 365 Contact Center.
• 2+ years of experience working with Power Platform (Power Automate, Dataverse)
• Hands-on experience working with Microsoft Copilot Studio Agents.

Preferred Certifications and Experience:

• Contact Center Implementation Experience
• Dynamics 365 Customer Service / Contact Center with omnichannel routing, queues, unified routing, workstreams, agent and supervisor experiences.
• Windows Desktop Engineering, group policy, device configuration, performance and event log.
• Experience in multi-site or multi-contact-center deployments.
• Azure administration experience and Microsoft certifications (MB-230, PL-200/PL-400, AZ-104) 
• Troubleshooting voice and real-time media issues. (Softphones, WebRTC-based apps)
• Strong communication skills and ability to work directly with agents, supervisors, and IT stakeholders.
• Understanding of network fundamentals related to voice. (QoS, bandwidth, latency, VPN impact)
• Networking and firewall troubleshooting, packet captures, cyphers and certificates .
• Familiarity with Microsoft Teams, telephony, or voice integrations.
• Edge browser policy, Dev Tools, HAR files and packet captures.
• Experience creating standard desktop/browser readiness checklists for contact center agents.

Location:

• Hybrid - Lakeland, Florida