About the Role
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.

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.

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

📌 Microsoft Dynamics Consultant (Chennai)
🏢 Myridius
📍 Chennai