Role
Lead the end-to-end engagement covering migration, implementation, integration, go-live, hypercare, and ongoing managed services.
Key Responsibilities
- Assess existing Contact Center environment, including Genesys On-Prem.
- Design target Dynamics 365 Contact Center architecture.
- Lead migration from Genesys On-Prem to Dynamics 365 Contact Center.
- Configure IVR, voice, queues, routing, skills, workflows, and digital channels.
- Integrate D365 Customer Service, CRM, APIs, Azure, and enterprise systems.
- Define migration, testing, cutover, and rollback strategies.
- Lead go-live and hypercare activities.
- Provide L1/L2/L3 managed support and technical leadership.
- Define SLAs, KPIs, monitoring, and escalation processes.
- Leverage Copilot, AI, automation, and self-service capabilities.
- Act as a client-facing technical architect and lead solution discussions.
Required Skills
- Dynamics 365 Contact Center
- Genesys On-Prem migration
- Contact Center architecture
- Voice, IVR, routing, queues, and digital channels
- Contact Center integrations and REST APIs
- Dynamics 365 Customer Service
- Azure / Entra ID
- Power Platform / Power Automate
- Contact Center analytics and reporting
- Production support and managed services
Preferred
Experience with NICE CXone, Cisco, Avaya, Amazon Connect, or other enterprise Contact Center platforms.
Key Deliverables
- Current-State / Target-State Architecture
- Migration Plan
- Solution & Integration Design
- Test & Cutover Plan
- Go-Live Support
- Hypercare
- Managed Services Operating Model
- Support Runbooks
Rate:
Not specified
Location:
Remote
IR35 Status:
Not specified
Remote Status:
Remote
Industry:
IT
Seniority Level:
Senior