Microsoft Dynamics 365 Contact Center

Job Location : Bengaluru, Gurugram

Experience : 4-8 Years Only.

Job Summary

We are looking for a skilled and proactive

Microsoft Dynamics 365 Contact Center expert

to lead the development of intelligent, AI-enabled customer engagement platforms. This role involves building modern contact center solutions using Dynamics 365 Customer Service, Power Platform, Azure Communication Services (ACS), and Copilot Studio, with deep integration across CRM, social media, loyalty programs, and reporting tools.

Key Responsibilities

Customize Dynamics 365 Customer Service Workspace & Omnichannel features.

Extend Copilot Studio for agent assist, case summarization, and automation.

Integrate CTI platforms (Genesys, NICE, Avaya) using CIF v2.0.

Build ACS-based voice, video, chat, and SMS capabilities.

Develop Power Apps and automate workflows with Power Automate.

Implement secure access via Microsoft Entra ID, OAuth, and security roles.

Design Dataverse models for cases, contacts, and interaction data.

Enable agent productivity features : Next Best Action (NBA), Best Response, Knowledge Extraction.

Integrate with social media, loyalty programs, and CRM systems.

Build Power BI dashboards for insights and reporting.

Collaborate with cross-functional teams and stay updated on Microsoft’s roadmap.

Required Skills

Strong hands-on experience in Dynamics 365 Customer Service & Contact Center modules.

Proficiency in : Microsoft Dataverse

Power Apps & Power Automate

Azure Communication Services (ACS)

Copilot Studio

Channel Integration Framework (CIF v1.0 & v2.0)

CTI integrations via APIs

REST APIs, JSON, webhooks

Familiarity with WFM (Workforce Management) tools and agent productivity metrics.

Knowledge of Node.js or Python is a plus.

Note : Please Do not apply if the experience and location is not matching the criteria.