Microsoft Dynamics (D365)

Zensar · Pune

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.

Functional Testing

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

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. Whether for our clients, our people, or the world around us, this belief powers everything we do. 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. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

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. Job Title Dynamics 365 Telephony / contact center lead

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