Microsoft Dynamics 365 Contact Center Specialist

Concentrix; Canada; Remote; CAD 75,000 - 100,000; Full time

Job summary

A global technology and services leader is seeking a Microsoft Dynamics 365 Contact Center Specialist in Canada. The successful candidate will design and optimize D365 solutions, configure communication channels, and integrate systems. Ideal applicants will have a Bachelor's degree in Computer Science and 4–6 years of experience in CRM or contact center platforms. This role offers an opportunity to work with a leading tech-driven company.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Microsoft Certifications preferred: MB-230, MB-910, Dynamics 365 Customer Service Functional Consultant Associate.
• 4–6 years of experience in Contact Center solutions, CRM, or Customer Experience platforms.

Responsibilities

• Design, implement, and optimize Dynamics 365 Customer Service & Contact Center solutions.
• Configure Omnichannel for Customer Service including various communication channels.
• Integrate D365 with external systems such as CRMs and telephony.

Skills

Omnichannel for Customer Service

D365 Contact Center customization

Integration with telephony systems

Troubleshooting contact center incidents

Training and enablement

Education

Bachelor’s degree in Computer Science

Tools

Microsoft Dynamics 365

Power BI

Job description

Job Title: Microsoft Dynamics 365 Contact Center Specialist

Job Description: We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world.

We are seeking a skilled Microsoft Dynamics 365 Contact Center Specialist to design, implement, and optimize Dynamics 365 Customer Service & Contact Center solutions. The role involves working with stakeholders to understand business requirements, configuring Omnichannel for Customer Service (voice, chat, digital channels), and integrating D365 with external systems such as CRMs, telephony, and reporting platforms.

Key Responsibilities

• Solution Design & Implementation
  • Configure Omnichannel for Customer Service including voice, chat, SMS, WhatsApp, and social channels.
  • Set up workstreams, queues, routing rules, and agent experiences in D365 Contact Center.
  • Implement Unified Routing, Skills-based routing, and record routing.
  • Configure in-queue announcements, IVR flows, and call handling.
• Integration & Customization
  • Integrate D365 Contact Center with telephony systems (ACS, Teams, SBCs) and third-party applications (CRMs, ticketing, knowledge bases).
  • Configure and use APIs, data dips, and custom connectors for advanced scenarios.
  • Support Single Sign-On (SSO), security roles, and compliance requirements.
• Operations & Support
  • Monitor and troubleshoot contact center incidents using logs and analytics.
  • Optimize agent productivity through custom dashboards, KPIs, and Power BI reports.
  • Support business with capacity management, conversation entitlements, and licensing.
  • Ensure high system availability and compliance with SLAs.
• Continuous Improvement
  • Conduct training and enablement sessions for agents and supervisors.
  • Recommend automation, AI-driven chatbots, and analytics enhancements.
  • Keep up to date with the latest Microsoft D365 and Azure Communication Services capabilities.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Microsoft Certifications preferred:
  • MB-230: Dynamics 365 Customer Service
  • MB-910: Fundamentals (CRM)
  • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
• 4–6 years of experience in Contact Center solutions, CRM, or Customer Experience platforms.

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