Microsoft Dynamics 365 CRM Technical

Role name : Engineer Role Description : Client Implementation ConfigurationDesign and configure Azure Communication Services (Client) for use within Dynamics 365 Contact Center, includingoVoice calling setup (PSTN, VOIP, Direct Routing)oSMS and chat channelsoIntegration with Microsoft Teams and Dynamics 365 OmnichannelSupport configuration of workstreams, routing rules, session templates, and agent experiences using Omnichannel for Customer Service.Integration CustomizationBuild and support custom integrations usingoAzure Functions, Logic Apps, and API ManagementoACS SDKs for embedding communication features in custom portals or agent desktopsoContact center telephony platforms (e.g., Genesys, Twilio, NICE) where requiredWork with developers to integrate Client with Power Platform, IVR systems, and backend services.Performance ReliabilityMonitor Client usage and performance implement diagnostics, alerts, and logging mechanisms.Troubleshoot call quality, latency, connectivity issues, and failovers.Ensure high availability, scalability, and compliance of all communication components.Documentation SupportDevelop and maintain detailed technical documentation, configuration guides, and support materials.Provide Level 3 support during UAT, go-live, and post-deployment phases.Collaborate with Microsoft and telecom vendors for Client provisioning and number management. Competencies : Digital : Microsoft Azure, Digital : Microsoft Dynamics 365 CRM Technical, Agile Specialisation, Communication

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