Genesys CX Contact Centre Specialist - MS Dynamics 365 CRM

Role : Genesys CX Contact Centre Specialist

We are seeking an experienced Genesys CX Contact Centre Specialist with expertise in Microsoft Dynamics 365 (D365) integration.

The ideal candidate will have a deep understanding of contact center technologies, omnichannel customer engagement, and CRM integration to deliver seamless end-to-end customer experiences.

This role requires strong technical expertise, solution design skills, and the ability to collaborate with cross-functional teams to drive successful implementation.

Key Responsibilities :

- Configure and customize Genesys routing, IVR flows, call flows, and omnichannel engagement (voice, chat, email, social).

- Develop solutions that enhance customer journeys by integrating contact center capabilities with D365 for unified agent desktops and customer insights.

- Collaborate with business stakeholders to gather requirements, translate them into technical specifications, and deliver tailored solutions.

- Ensure high availability, scalability, and security of the GenesysD365 integrated environment.

- Troubleshoot integration issues, perform root cause analysis, and implement corrective measures.

- Monitor system performance, proactively identify areas of improvement, and optimize configurations for efficiency.

- Work with third-party vendors, IT teams, and business leaders to ensure end-to-end delivery of integration projects.

- Create and maintain technical documentation including architecture diagrams, workflows, and integration mappings.

- Provide training and support to end-users and contact center teams for optimal adoption of solutions.

Required Skills & Qualifications :

- Strong expertise in Microsoft Dynamics 365 CRM, including customer service modules and API-based integration.

- Proficiency in Genesys technologies: Architect, Routing, Interaction Workspace, Omnichannel Engagement, and Workforce Management.

- Experience with APIs, REST, SOAP, JSON, and integration platforms for CRMcontact center interoperability.

- Hands-on experience with scripting, IVR configuration, and call routing strategies.

- Knowledge of Azure services, Microsoft Power Platform, or middleware tools for integration.

- Strong troubleshooting, problem-solving, and analytical skills.

- Excellent communication and collaboration abilities to work with global stakeholders.

Good to Have :

- Knowledge of AI-powered customer engagement tools (chatbots, voicebots).

- Familiarity with contact center reporting, analytics, and real-time dashboards.

- Exposure to security and compliance standards in financial services, telecom, or healthcare sectors