Microsoft Dynamics (D365)

Role overview

Microsoft Dynamics (D365) at Zensar

Experience 5 to 7 Years Role Summary We are looking for a skilled Dynamics 365 Telephony Lead with functional experience in CTI integrations, contact center solutions, omnichannel capabilities, and telephony platforms integrated with Microsoft Dynamics 365 Customer Service, telephony voice.

Responsibilities

• Configure and validate inbound and outbound call flows.

Required qualifications

• Inbound Call Routing
• Outbound Dialing
• IVR Navigation
• Call Transfer
• Call Recording Validation
• Case Creation Validation Job Title Dynamics 365 Telephony / contact center lead
• BE computer

Required skills

• Dynamics 365 Customer Service
• CTI Integration
• Contact Center configuration
• Greenfield implementation
• Azure DevOps / JIRA
• API Testing
• SQL Validate Scenarios

Employment details

• Location: Pune [Maharashtra] [India]

Additional role details

• Should have experience with Greenfield implementation.
• Functional Testing
• Creating users and personas
• Test IVR routing, call transfers, call queues, and callback functionality.
• Verify screen pop functionality and call logging, call forwarding within Dynamics 365.
• Test omnichannel interactions across voice, chat, email, and SMS channels.
• Test integrations with Genesys, NICE CXone, Five9, Cisco, Amazon Connect, Avaya, and Twilio.
• Validate APIs and data synchronization.