Job Summary

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 intelligent IVR and self-service experiences using Microsoft Copilot Studio.
- Configure queues, routing, skills, presence, capacity, and escalation workflows.
- Develop integrations and automations using Power Automate, Dataverse, APIs, and enterprise systems.
- Support call recording, transcription, workforce management, quality management, and reporting.
- Troubleshoot contact center, telephony, integration, and automation issues.
- Collaborate with business, security, infrastructure, and engineering teams to deliver scalable solutions.

What youll 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.
- Robust 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 ones 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.

Good to Have

- Experience with Azure Communication Services and Dynamics 365 Voice.
- Knowledge of SIP, PSTN, SBCs, Direct Routing, and telephony infrastructure.
- Experience with workforce forecasting, scheduling, and capacity planning.
- Understanding of contact center KPIs such as AHT, ASA, Service Level, Occupancy, and CSAT.
- Experience with platforms such as Genesys, NICE, Cisco, Five9, Amazon Connect, or Avaya.
- Experience with Power BI, Azure Services, ALM, and CI/CD practices.
- Exposure to C#, .NET, JavaScript, or custom Dynamics 365 development.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Microsoft Dynamics 365 Contact Center Engineer (Chennai)
🏢 RCG Global Services
📍 Chennai