Job Description

10 years of IT experience with at least 5 years leading enterprise CRM or Contact Center implementation projects.
Proven experience delivering large-scale Customer Experience (CX), Contact Center, or Customer Service transformation initiatives.
Strong hands-on experience implementing Microsoft Dynamics 365 Customer Service.
Strong experience implementing Genesys Cloud CX or Genesys Engage contact center solutions.
Experience integrating CRM platforms with telephony, CTI, IVR, omnichannel communications, and workforce optimization solutions.
Strong understanding of contact center operations including call routing, IVR design, agent desktop, case management, knowledge management, and service workflows.
Knowledge of REST APIs, Azure Integration Services (Power Automate, Power Apps) middleware platforms, event-driven integration, and enterprise integration patterns.
Experience delivering cloud-based SaaS implementations using Azure and Microsoft cloud technologies.
Strong understanding of Agile, Scrum, DevOps, CI/CD pipelines, and modern software delivery methodologies.
Familiarity with security, privacy, and compliance standards applicable to enterprise customer service platforms.
Strong written and verbal communication skills with experience preparing executive reports and project status updates.
Experience in the delivery healthcare, Medicaid, or government customer service implementations is preferred.

Lead Microsoft Dynamics 365 Developer - 100% Remote

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