Microsoft Dynamics (D365)

Role & responsibilities

Experience
5 to 7 Years
Role Summary

We are looking for a skilled Dynamics 365 Telephony Lead with functional experience in CTI integrations, contact center solutions, omnichannel capabilities, and telephony platforms integrated with Microsoft Dynamics 365 Customer Service, telephony voice. Should have experience with Greenfield implementation.

Functional Testing

• Configure and validate inbound and outbound call flows.
• Creating users and personas 
• Test IVR routing, call transfers, call queues, and callback functionality.
• Verify screen pop functionality and call logging, call forwarding within Dynamics 365.
• Test omnichannel interactions across voice, chat, email, and SMS channels.
• Test integrations with Genesys, NICE CXone, Five9, Cisco, Amazon Connect, Avaya, and Twilio.
• Validate APIs and data synchronization.

Required Skills

• Dynamics 365 Customer Service
• CTI Integration
• Contact Center configuration
• Greenfield implementation
• Azure DevOps / JIRA
• API Testing
• SQL

Validate Scenarios Experience

• Inbound Call Routing
• Outbound Dialing
• IVR Navigation
• Call Transfer
• Call Recording Validation
• Case Creation Validation

Preferred candidate profile

   Configure and validate inbound and outbound call flows.

• Creating users and personas 
• Test IVR routing, call transfers, call queues, and callback functionality.
• Verify screen pop functionality and call logging, call forwarding within Dynamics 365.
• Test omnichannel interactions across voice, chat, email, and SMS channels.
• Test integrations with Genesys, NICE CXone, Five9, Cisco, Amazon Connect, Avaya, and Twilio.
• Validate APIs and data synchronization