Microsoft Dynamics 365 Contact Center Engineer

Role description

Microsoft Dynamics 365 Contact Center Engineer

We are seeking a Microsoft Dynamics 365 Contact Center Engineer to support the implementation, integration, and operation of an enterprise contact center built on Microsoft Dynamics 365.

This role is focused on contact center capabilities rather than traditional CRM development. Key areas include voice, IVR, Copilot Studio, routing, recording, workforce management, quality management, analytics, automation, and enterprise integrations.

Required Skills

• Hands-on experience with Microsoft Dynamics 365 Contact Center, Customer Service, or Omnichannel.

• Strong experience with Microsoft Copilot Studio, including conversational agents, IVR, actions, and human handoff.

• Experience configuring voice, queues, routing, skills, presence, capacity, transfers, and call flows.

• Experience with Power Platform, particularly Power Automate and Dataverse.

• Experience with REST APIs, integrations, connectors, and enterprise applications.

• Understanding of contact center capabilities such as call recording, transcription, screen recording, quality management, workforce management, surveys, and real-time reporting.

• Strong understanding of cloud application architecture, security, and production support.

Preferred Skills

• Experience with Azure Communication Services and Dynamics 365 voice.

• Knowledge of SIP, PSTN, SBCs, carriers, or direct routing.

• Experience with workforce forecasting, scheduling, adherence, and capacity planning.

• Experience with contact center analytics and KPIs such as AHT, ASA, service level, abandonment, occupancy, and CSAT.

• Experience with other contact center platforms such as Genesys, NICE, Cisco, Five9, Amazon Connect, or Avaya.

• Experience with Power BI, Azure services, or Power Platform ALM and CI/CD.

• C#, .NET, JavaScript, or custom Dynamics development experience is helpful but not required.

Key Responsibilities

• Configure and support Dynamics 365 Contact Center capabilities across voice and digital channels.

• Build conversational IVR and self-service experiences using Copilot Studio.

• Configure queues, routing, skills, presence, capacity, transfers, and escalation flows.

• Support recording, transcription, quality management, workforce management, surveys, and analytics.

• Build workflows and integrations using Power Automate, Dataverse, APIs, and enterprise services.

• Troubleshoot contact center, telephony, integration, automation, and Copilot issues.

• Partner with business, architecture, infrastructure, security, and engineering teams to deliver scalable solutions.

Soft Skills

• Strong analytical and troubleshooting skills.

• Strong communication and stakeholder management.

• Self-driven with strong ownership and accountability.

• Ability to work effectively across technical and business teams.

Skills

About RCG Global Services
At Myridius, we transform the way businesses operate. Formerly known as RCG Global Services, our more than 50 years of expertise now drive a new vision—propelling organizations through the rapidly evolving landscapes of technology and business. We offer tailored solutions in AI, data analytics, digital engineering, and cloud innovation, addressing the unique challenges each industry faces. Our integration of cutting-edge technology with deep domain knowledge enables businesses to seize new opportunities, drive significant growth, and maintain a competitive edge in the global market. Our commitment is not just to meet expectations but to exceed them, ensuring measurable impact and fostering sustainable innovation. The success of Myridius is directly tied to the breakthroughs achieved by our clients. Together, we co-create solutions that not only solve today’s challenges but also anticipate future trends. At Myridius, we go beyond typical service delivery. We craft transformative outcomes that help businesses not just adapt, but thrive in a world of continuous change. Discover how Myridius can elevate your business to new heights of innovation. Visit us at www.myridius.com and start leading the change.