Senior Consultant - Dynamics 365 Contact Center
InOpTra Digital Private Limited (company site, opens in a new tab)10+ yrsBengaluruRemoteDirect career pageEst. 25–40 LPA
Posted 21d ago
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Job description
Structured overview of role & requirements
About This Role
- Lead end-to-end migration from Genesys On-Prem to Dynamics 365 Contact Center, including architecture design, implementation, integration, and managed services.
- Own configuration of IVR, voice, queues, routing, skills, workflows, digital channels, and integrations with Dynamics 365 Customer Service, CRM, APIs, Azure, and enterprise systems.
- Accountable for defining and executing migration, testing, go-live, hypercare, SLAs, KPIs, monitoring, escalation, and managed support (L1/L2/L3) activities.
Minimum Requirements
- 10+ years overall experience with strong hands-on Dynamics 365 Contact Center and enterprise Contact Center technologies.
- Mandatory skills: Dynamics 365 Contact Center, Genesys On-Prem migration, IVR, voice, routing, queues, digital channels, integrations with REST APIs, Dynamics 365 Customer Service, Azure/Entra ID, Power Platform/Power Automate.
- Experience in production support and managed services for Contact Centers.
- Work Experience Required: 10+ years. Location: India (Remote).
Ideal Candidate Profile
- Proven client-facing Contact Center Architect capable of independently leading full project lifecycles from assessment through managed services.
- Strong technical leadership in enterprise Contact Center architecture and migrations, particularly Dynamics 365 Contact Center and Genesys On-Prem.
- Experience integrating complex Contact Center environments with Microsoft Dynamics 365, Azure services, and automation tools like Power Platform.