Description :

- Design, develop, and implement integration solutions between Aspect Dialer and Microsoft Dynamics CRM leveraging the Channel Integration Framework (CIF).

- Build custom channel components within Dynamics CRM to provide seamless telephony functionality such as click-to-dial, screen pops, call controls, and automatic call logging.

- Develop and maintain middleware/connectors that facilitate real-time communication and event synchronization between Aspect Dialer and Dynamics CRM.

- Work closely with contact center teams to understand business requirements and translate them into technical specifications.

- Troubleshoot and resolve integration issues, ensuring high availability and performance of telephony integration.

- Collaborate with CRM administrators, developers, and infrastructure teams to deploy and support the integrated solution.

- Ensure adherence to security best practices, data privacy, and compliance standards in all integration activities.

- Document integration architecture, workflows, and technical processes.

- Provide ongoing support and enhancements to existing integrations.

Required Qualifications :

- Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience).

- Proven experience working with Microsoft Dynamics CRM / Dynamics 365 Customer Service platform.

- Strong knowledge of the Channel Integration Framework (CIF) in Dynamics CRM.

- Hands-on experience integrating telephony/contact center systems, preferably Aspect Dialer or similar (Aspect Unified IP, Genesys, NICE, etc.

- Proficient in building custom Dynamics CRM web resources, plugins, and client extensions.

- Experience developing middleware or connectors using RESTful APIs, SOAP, or telephony protocols (e.
, TAPI, JTAPI).

- Solid skills in JavaScript, C#, .NET Framework, and web technologies.

- Experience with authentication protocols such as OAuth, and secure API integrations.

- Strong analytical and problem-solving skills.

- Excellent communication skills and ability to work collaboratively with cross-functional teams.

Preferred Qualifications :

- Microsoft Dynamics CRM certifications (e.g, MB-200, MB-210).

- Experience with contact center technologies and telephony integration tools