Summary
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.
Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.
We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.
Description
We are seeking a skilled Microsoft Dynamics 365 Contact Center Specialist to design, implement, and optimize Dynamics 365 Customer Service & Contact Center solutions. The role involves working with stakeholders to understand business requirements, configuring Omnichannel for Customer Service (voice, chat, digital channels), and integrating D365 with external systems such as CRMs, telephony, and reporting platforms. The ideal candidate will have hands-on expertise in D365 Contact Center features, Unified Routing, channel integration, analytics, and customer experience optimization.
Key Responsibilities
- Solution Design & Implementation
- Configure Omnichannel for Customer Service including voice, chat, SMS, WhatsApp, and social channels.
- Set up workstreams, queues, routing rules, and agent experiences in D365 Contact Center.
- Implement Unified Routing, Skills-based routing, and record routing.
- Configure in-queue announcements, IVR flows, and call handling.
- Integration & Customization
- Integrate D365 Contact Center with telephony systems (ACS, Teams, SBCs) and third-party applications (CRMs, ticketing, knowledge bases).
- Configure and use APIs, data dips, and custom connectors for advanced scenarios.
- Support Single Sign-On (SSO), security roles, and compliance requirements.
- Operations & Support
- Monitor and troubleshoot contact center incidents using logs and analytics.
- Optimize agent productivity through custom dashboards, KPIs, and Power BI reports.
- Support business with capacity management, conversation entitlements, and licensing.
- Ensure high system availability and compliance with SLAs.
- Continuous Improvement
- Conduct training and enablement sessions for agents and supervisors.
- Recommend automation, AI-driven chatbots, and analytics enhancements.
- Keep up to date with the latest Microsoft D365 and Azure Communication Services capabilities.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Good level of English
- Microsoft Certifications preferred:
- MB-230: Dynamics 365 Customer Service
- MB-910: Fundamentals (CRM)
- Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
- 4–6 years of experience in Contact Center solutions, CRM, or Customer Experience platforms.
