{"id":2771706,"url":"https://alion.io/job/myridius-microsoft-dynamics-365-contact-center-engineer-2","title":"Microsoft Dynamics 365 Contact Center Engineer","company":{"id":1970577,"name":"Myridius","domain":"myridius.com","url":"https://alion.io/company/myridius","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"RippleHire","truth_index":null},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":false},{"name":"Copilot Studio","optional":false},{"name":"Power Automate","optional":false},{"name":"Rest API","optional":false},{"name":".NET","optional":true},{"name":"Azure","optional":true},{"name":"C#","optional":true},{"name":"CI/CD","optional":true},{"name":"JavaScript","optional":true},{"name":"Power BI","optional":true}],"status":"live","first_seen_at":"2026-10-06T00:00:00Z","employer_posted_date":"2026-10-17","last_verified_at":"2026-10-19T12:52:46Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Microsoft Dynamics 365 Contact Center Engineer\nWe are seeking a Microsoft Dynamics 365 Contact Center Engineer to support the implementation, integration, and operation of an enterprise contact center built on Microsoft Dynamics 365.\nThis role is focused on contact center capabilities rather than traditional CRM development. Key areas include voice, IVR, Copilot Studio, routing, recording, workforce management, quality management, analytics, automation, and enterprise integrations.\nRequired Skills\nHands-on experience with Microsoft Dynamics 365 Contact Center, Customer Service, or Omnichannel.Strong experience with Microsoft Copilot Studio, including conversational agents, IVR, actions, and human handoff.Experience configuring voice, queues, routing, skills, presence, capacity, transfers, and call flows.Experience with Power Platform, particularly Power Automate and Dataverse.Experience with REST APIs, integrations, connectors, and enterprise applications.Understanding of contact center capabilities such as call recording, transcription, screen recording, quality management, workforce management, surveys, and real-time reporting.Strong understanding of cloud application architecture, security, and production support.Preferred Skills\nExperience with Azure Communication Services and Dynamics 365 voice.\nKnowledge of SIP, PSTN, SBCs, carriers, or direct routing.\nExperience with workforce forecasting, scheduling, adherence, and capacity planning.\nExperience with contact center analytics and KPIs such as AHT, ASA, service level, abandonment, occupancy, and CSAT.\nExperience with other contact center platforms such as Genesys, NICE, Cisco, Five9, Amazon Connect, or Avaya.\nExperience with Power BI, Azure services, or Power Platform ALM and CI/CD.\nC#, .NET, JavaScript, or custom Dynamics development experience is helpful but not required.\nKey Responsibilities\nConfigure and support Dynamics 365 Contact Center capabilities across voice and digital channels.Build conversational IVR and self-service experiences using Copilot Studio.Configure queues, routing, skills, presence, capacity, transfers, and escalation flows.Support recording, transcription, quality management, workforce management, surveys, and analytics.Build workflows and integrations using Power Automate, Dataverse, APIs, and enterprise services.Troubleshoot contact center, telephony, integration, automation, and Copilot issues.Partner with business, architecture, infrastructure, security, and engineering teams to deliver scalable solutions.Soft Skills\nStrong analytical and troubleshooting skills.Strong communication and stakeholder management.Self-driven with strong ownership and accountability.Ability to work effectively across technical and business teams.","description_format":"text","description_chars":2757,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Analytics & BI 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