Microsoft Dynamics 365 Contact Center Engineer

Myridius; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Myridius is seeking a Microsoft Dynamics 365 Contact Centre Engineer to support the implementation, integration, and operation of an enterprise contact center built on Dynamics 365. This role focuses on voice, IVR, Copilot Studio, routing, recording, analytics, and enterprise integrations across digital and voice channels.

You will configure queues, routes, and capacities, build conversational IVR, and collaborate with security, infrastructure, and engineering teams to deliver scalable

Qualifications

• 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.

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.

Skills

Dynamics 365

Copilot Studio

Power Platform

REST APIs

Cloud architecture

Tools

Dataverse

Power Automate

Power BI

APIs/Integrations

Job description

Microsoft Dynamics 365 Contact Centre 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.

What you’ll do

• Hands-on experience with Dynamics 365 Contact Center, Customer Service, or Omnichannel.
• Strong expertise in Microsoft Copilot Studio, including conversational AI, IVR, and agent handoff.
• Experience configuring voice channels, routing, queues, skills, and contact center operations.
• Knowledge of Power Platform, especially Power Automate and Dataverse.
• Experience with REST APIs, integrations, and enterprise applications.
• Strong understanding of cloud architecture, security, and production support.
• Excellent analytical, troubleshooting, communication, and stakeholder management skills.

What you’ll bring

• Hands-on experience with Dynamics 365 Contact Center, Customer Service, or Omnichannel.
• Strong expertise in Microsoft Copilot Studio, including conversational AI, IVR, and agent handoff.
• Experience configuring voice channels, routing, queues, skills, and contact center operations.
• Knowledge of Power Platform, especially Power Automate and Dataverse.
• Experience with REST APIs, integrations, and enterprise applications.
• Strong understanding of cloud architecture, security, and production support.
• Excellent analytical, troubleshooting, communication, and stakeholder management skills.

AI Fluency Expected

At Myridius, we expect AI fluency across all roles. This means the ability to effectively and responsibly use AI-enabled tools to improve productivity, quality, analysis, decision-making, documentation, testing, delivery, and problem-solving within one's function. All candidates should be comfortable working with AI as a day-to-day enabler while applying sound judgment, critical thinking, and accountability for outcomes.