MS Dynamics 365 Contact Center Solution Architect

• Design, configure, customize, and support Microsoft Dynamics 365 solutions.
• Collaborate with business stakeholders to gather and analyze contact center requirements.
• Implement and optimize customer service workflows, case management, omnichannel engagement, and agent experience.
• Integrate Dynamics 365 with telephony, CRM, IVR, chat, email, and other contact center platforms.
• Develop customizations, workflows, plugins, Power Automate flows, and integrations as required.
• Troubleshoot system issues and provide ongoing support and enhancements.
• Participate in solution design, testing, deployment, and user training activities.
• Ensure best practices for security, performance, scalability, and data management.
• Work closely with cross-functional teams including business analysts, architects, and support teams.

• 3+ years of experience with Microsoft Dynamics 365 CRM/Customer Service.
• Strong experience of Contact Center operations and Customer Service processes.
• Experience with:
  • Dynamics 365 Customer Service
  • Omnichannel for Customer Service
  • Power Platform (Power Automate, Power Apps)
  • Dataverse
  • CRM customization and configuration
  • Integration using APIs, Azure Services, or middleware
• Knowledge of case management, knowledge management, SLAs, routing, and customer engagement workflows.
• Experience integrating contact center technologies such as telephony, IVR, chat, or workforce management solutions.
• Strong problem-solving and communication skills.

Lavkesh Dwivedi

 
Amtex System Inc.

7 World Trade Center, 46th Fl, Suite 4625

250 Greenwich Street

New York, NY 10007