Microsoft Implementation Expert
HybridCairo, Cairo, Egypt
Job Summary
Own the design, deployment, and full lifecycle of Microsoft Teams voice and contact center solutions, acting as technical authority for call flows, IVR, routing strategies, and PSTN connectivity. Design and operate Direct Routing architectures using enterprise-grade SBCs like AudioCodes and Sonus, ensuring high availability and secure, resilient voice services across hybrid environments. Lead troubleshooting for complex incidents, driving root cause analysis and sustainable fixes while integrating telephony with Dynamics 365, Copilot Studio, and Power Platform workflows. Apply DevOps principles to automate solution delivery via CI/CD pipelines and infrastructure as code, maintaining architecture governance and operational runbooks.
Required Qualifications
- Strong experience with Microsoft Teams Voice, Direct Routing, and Contact Center solutions
- Hands-on experience with enterprise SBC platforms such as AudioCodes and Sonus
- Solid hands-on experience with Microsoft Dynamics 365 Customer Service and Omnichannel
- Experience designing or implementing Copilot Studio–based virtual agents or conversational AI scenarios
- Working knowledge of AI concepts applied to customer engagement (virtual agents, automation, AI-assisted routing or agent support)
- Experience with Azure services relevant to UC, enterprise voice, Contact Center, AI, and integrations
- Strong scripting skills (PowerShell preferred)
- Practical experience with DevOps tools such as Azure DevOps, Git, and CI/CD pipelines
- Good understanding of SIP-based telephony, APIs, integrations, and cloud-based architectures
- Strong sense of ownership and accountability for solution quality and outcomes
- Analytical mindset with the ability to connect technical decisions to business and customer impact
- Ability to work across multiple technical and non-technical teams
- Clear communication skills and confidence in technical discussions and design reviews
- Comfortable working in a fast-evolving ecosystem and driving continuous improvement
Desired Qualifications
- Experience with Anywhere365 or similar Contact Center platforms
- Knowledge of Microsoft Power Platform (Power Automate, Power Apps)
- Microsoft certifications (Teams, Dynamics 365, Azure)
- Experience supporting enterprise-scale or multi-country environments
- Exposure to AI governance, prompt design, or responsible AI practices in enterprise environments
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