MSD CCaaS Technical Consultant

Job Description: MSD CCaaS Technical Consultant

Experience: 5 – 12 Years

Location: PAN India

Employment Type: Full-Time

Job Summary

We are looking for a skilled Microsoft Dynamics 365 Contact Center (CCaaS) Technical Consultant with 5-12 years of experience in designing, developing, integrating, and supporting Microsoft Dynamics 365 Contact Center solutions. The ideal candidate should have expertise in contact center technologies, Dynamics 365, Power Platform, integrations, and automation.

Key Responsibilities

• Design, develop, and implement Microsoft Dynamics 365 Contact Center (CCaaS) solutions.
• Configure and customize customer service workflows, routing, IVR, bots, and omnichannel capabilities.
• Develop integrations between Dynamics 365 Contact Center and external systems using APIs, Azure services, and middleware tools.
• Customize Dynamics 365 Customer Service applications using Power Platform components.
• Build and support Power Automate flows, Power Apps, plugins, and custom workflows.
• Troubleshoot technical issues and optimize contact center performance.
• Collaborate with business stakeholders and functional teams to deliver scalable solutions.
• Create technical documentation and deployment plans.

Required Skills

• Strong experience in Microsoft Dynamics 365 Contact Center (CCaaS) or Dynamics 365 Customer Service.
• Expertise in Omnichannel for Customer Service, Voice Channel, Digital Messaging, IVR, Queues, Routing Rules, and Agent Workspace.
• Experience with Power Platform (Power Apps, Power Automate, Dataverse).
• Knowledge of C#, .NET, REST APIs, Azure Functions, Logic Apps, Service Bus.
• Experience integrating Dynamics 365 with third-party applications and contact center platforms.
• Understanding of CRM customization, security model, plugins, and workflows.

Preferred Skills

• Experience with Copilot for Service, AI-powered customer service solutions.
• Knowledge of Azure AI, Bot Framework, and Conversational AI.