Microsoft Dynamics (D365)

Zensar; Hyderabad, Pune District, Bengaluru; Sur place; INR 1 500 000 - 2 100 000; Plein temps

Résumé du poste

Zensar is seeking a Dynamics 365 Telephony Lead with strong CTI and contact center experience to validate omnichannel integrations with telephony platforms. The role requires hands-on testing of inbound/outbound flows, IVR routing, and API data sync within Dynamics 365 Customer Service.

Greenfield project exposure is preferred; familiarity with major vendor PBX integrations is a plus. The candidate will configure call flows, verify screen pops and logs, and test cross-channel interactions across

Qualifications

• Experience with Dynamics 365 Customer Service and CTI integrations.
• Hands-on in configuring contact center solutions and omnichannel setups.
• Familiar with Greenfield implementations and API testing.
• Proficient in SQL and data validation.

Responsabilités

• Inbound and outbound call flow configuration and validation.
• Create users and define personas for CTI-enabled dynamics.
• Test IVR routing, call transfers, queues, and callback features.
• Validate screen pop, call logging, and in-dynamics call forwarding.
• Ensure omnichannel interactions across voice, chat, email, SMS.
• Test integrations with Genesys, NICE CXone, Five9, Cisco, Amazon Connect, Avaya, Twilio.
• Verify APIs and data synchronization between systems.

Connaissances

Dynamics 365 Customer Service

CTI Integration

Contact Center configuration

Greenfield implementation

Azure DevOps

JIRA

API Testing

SQL

Outils

Azure DevOps

JIRA

Description du poste

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