Jobs → Engineering → Microsoft Dynamics 365 Contact Center Engineer

About the Role We are seeking a Microsoft Dynamics 365 Contact Center Engineer to join our team. This role involves configuring and supporting Dynamics 365 Contact Center capabilities across various channels. Key Responsibilities • Configure and support Dynamics 365 Contact Center capabilities across voice and digital channels • Build conversational IVR and self-service experiences using Copilot Studio • Configure queues, routing, skills, presence, capacity, transfers, and escalation flows • Support recording, transcription, quality management, workforce management, surveys, and analytics • Build workflows and integrations using Power Automate, Dataverse, APIs, and enterprise services • Troubleshoot contact center, telephony, integration, automation, and Copilot issues • Partner with business, architecture, infrastructure, security, and engineering teams to deliver scalable solutions Requirements • Hands-on experience with Microsoft Dynamics 365 Contact Center, Customer Service, or Omnichannel • Strong experience with Microsoft Copilot Studio, including conversational agents, IVR, actions, and human handoff • Experience configuring voice, queues, routing, skills, presence, capacity, transfers, and call flows • Experience with Power Platform, particularly Power Automate and Dataverse • Experience with REST APIs, integrations, connectors, and enterprise applications • Understanding of contact center capabilities such as call recording, transcription, screen recording, quality management, workforce management, surveys, and real-time reporting • Strong understanding of cloud application architecture, security, and production support