InOptra Digital Innovations Inc.
InOptra Digital Innovations Inc.

Senior microsoft Dynamics 365 Consultant (Contact Center expert)

Remote • Posted 5 hours ago • Updated 5 hours ago
Contract Independent
Contract W2
12 Months
No Travel Required
Able to Sponsor
Remote
Depends on Experience
Fitment

Dice Job Match Score™

🔢 Crunching numbers...

Job Details

Skills

  • Amazon Web Services
  • Customer Relationship Management (CRM)
  • IT Management
  • Dynamics
  • Genesys
  • Artificial Intelligence
  • Data Link Layer
  • Analytics
  • Cisco
  • Migration
  • Network Layer
  • Microsoft Dynamics
  • Microsoft Azure
  • Routing
  • Workflow
  • Interactive Voice Response
  • KPI
  • Customer Service
  • contact center
  • Testing
  • Physical Layer
  • Managed Services
  • Customer Facing

Summary

18+ years overall, with strong hands-on experience in Dynamics 365 Contact Center and enterprise Contact Center technologies.

Role

Lead the end-to-end engagement covering migration, implementation, integration, go-live, hypercare, and ongoing managed services.

Key Responsibilities

  • Assess existing Contact Center environment, including Genesys On-Prem.
  • Design target Dynamics 365 Contact Center architecture.
  • Lead migration from Genesys On-Prem to Dynamics 365 Contact Center.
  • Configure IVR, voice, queues, routing, skills, workflows, and digital channels.
  • Integrate D365 Customer Service, CRM, APIs, Azure, and enterprise systems.
  • Define migration, testing, cutover, and rollback strategies.
  • Lead go-live and hypercare activities.
  • Provide L1/L2/L3 managed support and technical leadership.
  • Define SLAs, KPIs, monitoring, and escalation processes.
  • Leverage Copilot, AI, automation, and self-service capabilities.
  • Act as a client-facing technical architect and lead solution discussions.

Required Skills

  • Dynamics 365 Contact Center
  • Genesys On-Prem migration
  • Contact Center architecture
  • Voice, IVR, routing, queues, and digital channels
  • Contact Center integrations and REST APIs
  • Dynamics 365 Customer Service
  • Azure / Entra ID
  • Power Platform / Power Automate
  • Contact Center analytics and reporting
  • Production support and managed services

Preferred

Experience with NICE CXone, Cisco, Avaya, Amazon Connect, or other enterprise Contact Center platforms.

Key Deliverables

  • Current-State / Target-State Architecture
  • Migration Plan
  • Solution & Integration Design
  • Test & Cutover Plan
  • Go-Live Support
  • Hypercare
  • Managed Services Operating Model
  • Support Runbooks
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91135325
  • Position Id: 9093873
  • Posted 5 hours ago
Contact the job poster
Shravani Bagari

Shravani Bagari

Lead- Talent Acquisition @ InOptra Digital Innovations Inc.
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