Senior Consultant - Dynamics 365 Contact Center
Location – USA(remote)
Experience
10+ 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
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