Location – India (Remote)

Experience

10+ years overall, with solid hands-on experience in Dynamics 365 Contact Center and enterprise Contact Center technologies.

Role

Lead the end-to-end engagement covering migration, implementation, integration, go-live, hypercare, and ongoing managed services.

Key Responsibilities

• Assess existing Contact Center environment, including Genesys On-Prem.
• Design target Dynamics 365 Contact Center architecture.
• Lead migration from Genesys On-Prem to Dynamics 365 Contact Center.
• Configure IVR, voice, queues, routing, skills, workflows, and digital channels.
• Integrate D365 Customer Service, CRM, APIs, Azure, and enterprise systems.
• Define migration, testing, cutover, and rollback strategies.
• Lead go-live and hypercare activities.
• Provide L1/L2/L3 managed support and technical leadership.
• Define SLAs, KPIs, monitoring, and escalation processes.
• Leverage Copilot, AI, automation, and self-service capabilities.
• Act as a client-facing technical architect and lead solution discussions.

Required Skills





• Dynamics 365 Contact Center
• Genesys On-Prem migration
• Contact Center architecture
• Voice, IVR, routing, queues, and digital channels
• Contact Center integrations and REST APIs
• Dynamics 365 Customer Service
• Azure / Entra ID
• Power Platform / Power Automate
• Contact Center analytics and reporting
• Production support and managed services

Preferred

Experience with NICE CXone, Cisco, Avaya, Amazon Connect, or other enterprise Contact Center platforms.

Key Deliverables

• Current-State / Target-State Architecture
• Migration Plan
• Solution & Integration Design
• Test & Cutover Plan
• Go-Live Support
• Hypercare
• Managed Services Operating Model
• Support Runbooks

Ideal Candidate

A client-facing Contact Center Architect who can independently lead the full lifecycle: Assess → Architect → Migrate → Implement → Integrate → Go-Live → Hypercare → Managed Services.

📌 Senior Consultant (Bengaluru)
🏢 Inoptra Digital
📍 Bengaluru