Senior Consultant

Dynamics 365 Contact Center & Power Platform Developer

Experience: 4 to 7 Years

Location: Pan India

Key Skills

• Dynamics 365 Contact Center configuration including Copilot Service Workspace, Channels, Queues, Workstreams, Capacity Profiles, Agent & Supervisor Experience.
• Voice Channel configuration including inbound/outbound calling, phone numbers, call routing, recording, transcription, and operating hours.
• Unified Routing & ACD with skills-based, presence-based, capacity-based, and priority-based routing.
• Strong hands-on experience in PCF Development using TypeScript, JavaScript, React, Fluent UI, HTML, and CSS.
• Expertise in custom controls, model-driven app customization, custom pages, command bar/ribbon customization, and Dataverse Web API integration.
• Dataverse & Power Platform customization including tables, security roles, plugins, custom APIs, and business rules.
• Enterprise integrations using Dataverse APIs, Power Automate, Azure Functions, Logic Apps, REST/SOAP APIs, Teams, Microsoft 365, and PowerShell.
• Experience with Copilot Studio including agent creation, generative AI, knowledge sources, actions, escalation, and live-agent handoff.
• Knowledge of AI capabilities such as conversation summarization, real-time suggestions, sentiment analysis, intent detection, and quality evaluation.