Genesys CX Contact Centre Specialist - MS Dynamics 365 CRM

Role : Genesys CX Contact Centre Specialist

We are seeking an experienced Genesys CX Contact Centre Specialist with expertise in Microsoft Dynamics 365 (D365) integration.

The ideal candidate will have a deep understanding of contact center technologies, omnichannel customer engagement, and CRM integration to deliver seamless end-to-end customer experiences.

This role requires strong technical expertise, solution design skills, and the ability to collaborate with cross-functional teams to drive successful Responsibilities :

• Design, implement, and support Genesys CX Contact Centre solutions with seamless integration into Microsoft Dynamics 365 CRM.
• Configure and customize Genesys routing, IVR flows, call flows, and omnichannel engagement (voice, chat, email, social).
• Develop solutions that enhance customer journeys by integrating contact center capabilities with D365 for unified agent desktops and customer insights.
• Collaborate with business stakeholders to gather requirements, translate them into technical specifications, and deliver tailored solutions.
• Ensure high availability, scalability, and security of the GenesysD365 integrated environment.
• Troubleshoot integration issues, perform root cause analysis, and implement corrective measures.
• Monitor system performance, proactively identify areas of improvement, and optimize configurations for efficiency.
• Work with third-party vendors, IT teams, and business leaders to ensure end-to-end delivery of integration projects.
• Create and maintain technical documentation including architecture diagrams, workflows, and integration mappings.
• Provide training and support to end-users and contact center teams for optimal adoption of Skills & Qualifications :
• 6 to 12 years of experience in implementing and supporting Genesys CX / Genesys Cloud Contact Centre solutions.
• Strong expertise in Microsoft Dynamics 365 CRM, including customer service modules and API-based integration.
• Proficiency in Genesys technologies : Architect, Routing, Interaction Workspace, Omnichannel Engagement, and Workforce Management.
• Experience with APIs, REST, SOAP, JSON, and integration platforms for CRMcontact center interoperability.
• Hands-on experience with scripting, IVR configuration, and call routing strategies.
• Knowledge of Azure services, Microsoft Power Platform, or middleware tools for integration.
• Strong troubleshooting, problem-solving, and analytical skills.
• Excellent communication and collaboration abilities to work with global to Have :
• Certification in Genesys Cloud CX or Microsoft Dynamics 365.
• Knowledge of AI-powered customer engagement tools (chatbots, voicebots).
• Familiarity with contact center reporting, analytics, and real-time dashboards.
• Exposure to security and compliance standards in financial services, telecom, or healthcare sectors

(ref : hirist.tech)