Senior Consultant - Dynamics 365 Contact Center
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Protocol Intelligence
Data-driven signals on your job's competitivenessNiche senior role with specialist Dynamics/Genesys skills and lower-brand remote posting reduces competition.
Specialized contact-center platform and Genesys-to-D365 migration skills limit cross-industry transferability.
Multiple mandatory platform skills and a 10+ years requirement make shortlisting highly strict.
Job Description
Structured overview of role & requirementsAbout 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.