Sr. Dynamics 365 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 365 Dynamics Support Engineer to fulfill an immediate vacancy.

This individual will be responsible for:

• Provide service solutions and onboarding to new contact centers through the use of Microsoft Copilot Studio Agents and Microsoft Dynamics 365.
• Provide hands-on desktop, browser, and network support for Dynamics 365 Customer Service Premium and Contact Center users.
• Support Omnichannel agent experiences including voice, chat, and SMS, focusing on usability, performance, and reliability.
• Validate and support browser configurations (Edge/Chrome), profiles, extensions, security settings, and caching behavior.
• Troubleshoot voice quality issues (latency, jitter, packet loss, headset/device problems, browser media permissions).

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

• 5+ Years of experience with Windows Desktop Support in an enterprise environment.
• 3+ Years working hands-on with Dynamics 365.
• Hands-on experience working with Microsoft Copilot Studio Agents
• Direct experience supporting contact center agents or real-time communication environments.

Preferred Certifications and Experience:

• Windows Desktop Engineering, group policy, device configuration, performance and event log.
• Networking and firewall troubleshooting, packet captures, cyphers and certificates .
• Edge browser policy, Dev Tools, HAR files and packet captures.
• Strong understanding of modern browsers and browser-based applications.
• Troubleshooting voice and real-time media issues. (Softphones, WebRTC-based apps)
• Dynamics 365 Customer Service or similar CRM/contact center platforms. (Genesys, Five9, Amazon Connect)
• 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)
• Experience in multi-site or multi-contact-center deployments.
• Familiarity with Microsoft Teams, telephony, or voice integrations.
• Experience creating standard desktop/browser readiness checklists for contact center agents.

Location:

• Hybrid - Lakeland, Florida