DYNAMICS 365 TELEPHONY TEST ENGINEER

Role overview

DYNAMICS 365 TELEPHONY TEST ENGINEER at Zensar

Responsibilities

• Lead testing of Dynamics 365 CTI integrations and contact‑center solutions to ensure seamless omnichannel customer experiences.
• Conduct omnichannel testing across voice, chat, email, and SMS channels.
• Collaborate with development teams to identify and resolve integration issues.
• Create and execute comprehensive test plans and scenarios for CTI integrations.

Employment details

• Location: India

About the employer

• Zensar Technologies Limited is seeking an experienced Dynamics 365 Telephony Test Engineer to spearhead testing efforts for CTI integrations and contact‑center solutions.

Additional role details

• The role involves validating call flows, testing omnichannel interactions, and ensuring data synchronization across leading telephony platforms, delivering a robust and integrated customer service experience.
• Validate inbound and outbound call flows, ensuring smooth customer interactions.
• Test IVR routing, call transfers, and queues to optimize call‑center efficiency.
• Verify screen‑pop functionality and accurate call logging within Dynamics 365.
• Integrate and test with leading telephony platforms such as Genesys, NICE CXone, and Cisco.
• Validate APIs and data synchronization between Dynamics 365 and telephony systems.
• Document and report test results, providing insights for continuous improvement.
• Utilize the Copilot Admin Center for configuration and validation tasks. 1.5+ years of software testing experience, focusing on Dynamics 365 Customer Service.
• Expertise in CTI testing, contact‑center solutions, and omnichannel capabilities.
• Proficiency with Azure DevOps or JIRA for test management.
• Strong knowledge of API testing and SQL for data validation.
• Hands‑on experience with telephony platforms such as Genesys, NICE CXone, Five9, or Avaya.
• Ability to design and execute test scenarios for inbound routing and outbound dialing.
• Understanding of IVR navigation, call transfers, and queue management.
• Experience validating screen‑pop, call logging, and case creation in Dynamics 365.
• Familiarity with the Copilot Admin Center.
• Excellent communication, collaboration, and analytical problem‑solving skills.