Dynamics

Job title

Dynamics 365 Contact Center — Support Specialist

Location

Global IT Hub, Pune India

Scope

Global: contact centers migrated from 8x8 onto Dynamics 365 Contact Center, plus every new team that joins the platform afterwards

Key Responsibilities

Second-line support and incident resolution

· Act as the escalation point above the service desk for everything running on Dynamics 365 Contact Center: take the incidents and service requests first line cannot close, reproduce them, isolate whether the cause sits in configuration, in the integration layer, in telephony or in user behavior, and drive them to resolution within the agreed service levels.

· Investigate voice, chat, email and other channel issues, including routing that does not behave as designed, presence and capacity problems, agent desktop and screen-pop failures, and telephony or carrier-side symptoms that surface inside the platform.

· Perform root cause analysis on recurring incidents, log them as problems and propose permanent fixes rather than repeated workarounds.

· Manage escalations towards L3 and Microsoft support, and towards internal teams such as network, identity, Teams voice and UCaaS, and CRM; raise a clear, reproducible problem statement and follow each case through to closure.

· Monitor platform health, service updates, Microsoft release waves and vendor deprecation notices, assess the impact of upcoming changes on our configuration, and flag risks before they reach production.

Configuration, changes and MACD

The bulk of the recurring workload moves, adds, changes and deletes on agents, queues and routing. It has to be executed accurately, documented, and released through the normal change process rather than improvised directly in production.

· Create, modify and decommission agents, supervisors, queues, workstreams, skills, capacity profiles, operating hours, holiday schedules and routing rules.

· Configure and maintain unified routing: skill-based assignment, priority and overflow logic, escalation paths and service level targets per queue, so that incoming customer and vendor enquiries reach the right agent efficiently.

· Build and adapt IVR and conversational flows, greetings, announcements, callback and after-hours behaviour across voice and digital channels.

· Customise the agent and supervisor experience with the appropriate forms, macros, agent scripts, quick replies and knowledge integration to maximise agent productivity.

· Administer security roles, business units, teams, field security and access rights in Dataverse and the Power Platform admin centre, keeping the model consistent as the estate grows and in line with the internal control framework.

· Maintain supporting service configuration such as SLAs, entitlements, case routing, knowledge articles and productivity macros.

· Test changes in a non-production environment, move solutions between environments, and respect the release and approval flow agreed with the platform owner, including regression testing, cut-over support and post-release hypercare.

Onboarding new business units and sites

New Atlas Copco entities, divisions and customer centres will keep asking to adopt the contact center functionality. The coordinator owns planning, stakeholder alignment and the intake of demand; this role owns the platform-side delivery, from the first requirement workshop through to handover into normal support.

· Gather the local requirements that drive configuration: languages, business hours and holidays, channels in scope, queues and routing rules, skills and capacity, escalation paths, telephony numbering and any local compliance constraints.

· Challenge what is asked for when a simpler standard configuration would serve better, translate requirements into a set-up that fits the global template rather than a one-off local build, and flag early when a request genuinely needs a template change instead of a local exception.

· Build and test the set-up in a sandbox, run the tests and a pilot with local agents, supervisors and key users, and verify routing, reporting and integrations before the site goes live.

· Train local agents, supervisors and first line, hand over site-specific documentation, provide hypercare in the first weeks after go-live and then fold the new scope into normal support.

· Maintain a register of onboarded sites and their specific configuration, and feed recurring local requests back into the global template so that each onboarding is faster and more standard than the last.

Knowledge, service quality and reporting

Knowledge that stayed with the implementation partner is exactly what we are trying to internalise, so documentation is a deliverable of the job rather than an afterthought. Configuration documentation, run books, known-error records and training material for agents, supervisors and first line are expected to be written as the work happens, not reconstructed later.

· In collaboration with Product Owner, write and maintain knowledge articles, run books and troubleshooting guides so that first line can resolve a larger share of tickets without escalation, and coach service desk colleagues on common contact center scenarios.

· Keep dashboards and historical analytics meaningful, help supervisors read what the numbers say about their queues, and report on incident volumes, trends and service levels.

· Translate what the reporting shows into concrete improvement proposals, and work with business stakeholders, the solution owner and external partners to keep the platform matching how the service organization actually works.

Profile and Required Skills

Area

What we expect

Dynamics 365 Contact Center

Hands-on provisioning and configuration of the platform: workstreams, queues, unified routing, skills and capacity profiles, agent and supervisor experience, operating hours, and voice and digital channels end to end.

Power Platform and Dataverse

Security roles, business units, teams and field security; the Dataverse data model; Power Automate flows; the Power Platform and Microsoft 365 admin centres.

Telephony and voice

Solid grasp of contact center telephony: numbering and dial plans, PSTN and SIP connectivity, call flow logic, and structured troubleshooting of call quality and routing problems.

Microsoft Teams voice administration

Required competence in its own right: Direct Routing, resource accounts and licensing, number management on the Teams SIP trunk, carrier coordination, and the voice policies behind the Dynamics channel.

Environments and releases

Provisioning and configuring Dynamics 365 environments knowledge and related services, solution movement between environments, sandbox testing of release waves, and respect for the agreed change and approval flow.

Functional and business analysis

Requirement gathering with business stakeholders, translating contact center processes into a supportable configuration, and designing the solution with the architect and platform owner.

Testing and quality

Designing and running system tests, user acceptance tests and call flow simulations, plus regression testing around releases, and training agents, supervisors and first line.

Service management

Practical ITIL discipline across incidents, problem and change management, working to service levels in a ticketing tool such as ServiceNow, Azure DevOps or Jira, in an international and multi time zone environment.

Reporting and analytics

Native contact center dashboards and historical analytics, with enough Power BI to build or adapt a report when the standard set does not answer the question.

Experience

At least 3 years in application support with meaningful time at Level 2 or above, including hands-on time with Dynamics 365 Contact Center or omnichannel workloads, in a run-and-support role rather than project delivery only.

Languages and certification

Fluent professional English, written and spoken. Microsoft certification is expected rather than optional; candidates who hold part of the set are welcome provided the rest follows within the first year.

Considered a Plus

· Practical knowledge of Dynamics 365 Customer Service beyond the working level above: case management, entitlements and SLAs are where contact center issues most often turn out to originate, and someone who can follow a case across that boundary resolves far more on their own.

· Practical knowledge of Dynamics 365 Field Service: work orders, scheduling and the resource scheduling engine. Contact center enquiries frequently end in a field intervention, so understanding that hand-off shortens both the diagnosis and the conversation with the business.

· Experience of a migration away from a legacy CCaaS platform such as 8x8, Genesys, Cisco or Avaya.

· Microsoft certifications

· Experience with Power BI or Customer Service Insights reporting, and with integrations between Dynamics 365 and ERP, CTI or field service scheduling systems.

· Scripting or query skills that speed up investigation: PowerShell, FetchXML or the Dataverse Web API.