Microsoft Dynamics (D365)

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. Should have experience with Greenfield implementation.

Responsibilities

• Configure and validate inbound and outbound call flows.
• 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.

Required Skills

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

Validate Scenarios Experience

• Inbound Call Routing
• Outbound Dialing
• IVR Navigation
• Call Transfer
• Call Recording Validation
• Case Creation Validation

Qualifications

BE Computer

About Zensar

At Zensar, we're "experience-led everything". We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures.

At the heart of our culture is ONE with Client — a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.