Senior Dynamics 365 Contact Center Specialist w/ Copilot expertise
Remote
Job Summary
Optimize telephony setup, validate configurations in Microsoft 365, and analyze inbound/outbound routing needs based on process maps. Refine voice IVR introductions, conversational flows, and payment API integrations while validating agent-facing features like call display and sensitive information masking. Administer user role setup, manage knowledge articles, and validate Copilot functionality. Develop comprehensive run book documentation, provide continuous support for bots and IVR, and collaborate with stakeholders on platform improvements. Support evaluation and decision-making for platform expansion aligned with the 2026 roadmap. Ensure a seamless Proof of Value launch and contribute to the long-term success of the AI-powered contact center platform.
Required Qualifications
- Proven expertise in implementing and managing Microsoft Dynamics 365 Contact Center, including Copilot features
- Strong understanding of telephony systems, inbound/outbound routing, IVR, and voicebot functionalities
- Hands-on experience with AI-powered tools and real-time analytics
- Knowledge of transcription tools, sentiment analysis, and escalation handling
- Experience in user role setup, dashboard management, and agent-side configurations
- Strong problem-solving skills to identify and resolve configuration issues efficiently
- Ability to document processes and create technical documentation for long-term use
Desired Qualifications
- Experience working in multilingual environments (e.g., Spanish) and managing data masking for sensitive information is a plus
- Prior experience consolidating multi-vendor platforms into a unified system
- Knowledge of Azure and Microsoft enterprise tools
- Background in project management or experience working with cross-functional teams
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.