Job Summary

Operate D365 Contact Center and related customer-engagement services, resolving routine and moderately complex production issues.

Key Responsibilities

- Administer queues, workstreams, routing, skills, capacity profiles, agent profiles and user access.
- Monitor and troubleshoot Customer Insights Journeys, Copilot Studio, Dataverse, Power Automate and omnichannel flows.
- Investigate agent login, routing, campaign, journey, bot and integration incidents.
- Implement approved configuration changes and validate business journeys after releases.
- Collect diagnostics, correlation IDs and reproducible evidence for L3/Microsoft escalation.

Skill Requirements

- Dynamics 365 Contact Center/Customer Service, unified routing and omnichannel administration.
- Customer Insights Journeys, Copilot Studio, Dataverse and Power Automate.
- Application monitoring, functional troubleshooting, APIs/connectors and production support.
- ITIL incident/change processes, testing and documentation.

Must Have Skill

Power Platform - Power Apps

Valuable to Have Skill

Other Requirements

- Relevant Dynamics 365 or Power Platform certifications.
- Awareness of ACS voice, Azure Functions and Application Insights.

📌 Microsoft Power Apps Senior Technical Lead (India)
🏢 HCLTech
📍 India