Microsoft Dynamics 365 Contact Center Engineer

About the role

We are seeking a Microsoft Dynamics 365 Contact Center Engineer to support the implementation, integration, and operation of an enterprise contact center built on Microsoft Dynamics 365. This role is focused on contact center capabilities rather than traditional CRM development. Key areas include voice, IVR, Copilot Studio, routing, recording, workforce management, quality management, analytics, automation, and enterprise integrations.

What you'll do

• Configure and support Dynamics 365 Contact Center capabilities across voice and digital channels
• Build conversational IVR and self-service experiences using Copilot Studio
• Configure queues, routing, skills, presence, capacity, transfers, and escalation flows
• Support recording, transcription, quality management, workforce management, surveys, and analytics
• Build workflows and integrations using Power Automate, Dataverse, APIs, and enterprise services

What you need

• 5–9 yrs of experience
• Microsoft Dynamics
• REST APIs
• Power Automate
• Transcription
• CRM
• Any graduate

Good to have

• JavaScript
• C#
• .NET
• Azure
• Power BI
• CI/CD