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OneData Software Solutions - Microsoft Dynamics 365 Engineer
OneData Software SolutionsDelhi, IN30+ days ago
Job type
- Remote
Job descriptionExperience : Proven experience as a subject matter expert in Dynamics 365 Contact Center, with a strong focus on Omnichannel and its core functionalities. Technical Proficiency : Extensive hands-on experience in configuring and customizing Dynamics 365 for contact center use cases. Integration Knowledge : Hands-on experience with integrations involving major contact center platforms (Amazon Connect, Genesys, Avaya, Five9). Project Lifecycle : Proven ability to lead projects through the full lifecycle, from requirements gathering to post-go-live support. Communication : Excellent communication, training, and documentation skills. Problem-Solving : Strong analytical and problem-solving skills to troubleshoot complex issues. Certifications : Relevant Microsoft Dynamics 365 certifications are highly desirable
Key Responsibilities :
- Subject Matter Expertise : Act as the primary SME for Contact Center operations and best practices, providing expert guidance on workflows and customer engagement processes.
- Implementation & Configuration : Lead the implementation, configuration, and customization of Dynamics 365 Contact Center, focusing on Omnichannel, case management, and interaction tracking.
- Integration Leadership : Lead technical and functional teams in integrating Dynamics 365 with leading contact center platforms like Amazon Connect, Genesys, Avaya, or Five9.
- Workflow Optimization : Optimize agent desktop experiences and workflows to enhance efficiency and productivity.
- Migration & Deployment : Lead the technical migration from legacy CRM and Contact Center systems.
- Collaborate with developers and architects to ensure seamless and successful deployments.
- Training & Support : Conduct User Acceptance Testing (UAT), provide comprehensive training, and create detailed documentation.
- Offer post-implementation support and performance tuning.
- Stakeholder Collaboration : Work closely with business stakeholders to define requirements and translate them into effective technical solutions.
Required Skills & Qualifications :
(ref : hirist.tech)
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Microsoft 365 • Delhi, IN
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