- Subject Matter Expertise : Act as the primary SME for Contact Center operations and best practices, providing expert guidance on workflows and customer engagement processes.

- Implementation & Configuration : Lead the implementation, configuration, and customization of Dynamics 365 Contact Center, focusing on Omnichannel, case management, and interaction tracking.

- Integration Leadership : Lead technical and functional teams in integrating Dynamics 365 with leading contact center platforms like Amazon Connect, Genesys, Avaya, or Five9.

- Workflow Optimization : Optimize agent desktop experiences and workflows to enhance efficiency and productivity.

- Migration & Deployment : Lead the technical migration from legacy CRM and Contact Center systems.

- Collaborate with developers and architects to ensure seamless and successful deployments.

- Training & Support : Conduct User Acceptance Testing (UAT), provide comprehensive training, and create detailed documentation.

- Offer post-implementation support and performance tuning.

- Stakeholder Collaboration : Work closely with business stakeholders to define requirements and translate them into effective technical solutions.

Required Skills & Qualifications :

- Experience : Proven experience as a subject matter expert in Dynamics 365 Contact Center, with a strong focus on Omnichannel and its core functionalities.

- Technical Proficiency : Extensive hands-on experience in configuring and customizing Dynamics 365 for contact center use cases.

- Integration Knowledge : Hands-on experience with integrations involving major contact center platforms (Amazon Connect, Genesys, Avaya, Five9).

- Project Lifecycle : Proven ability to lead projects through the full lifecycle, from requirements gathering to post-go-live support.

- Communication : Excellent communication, training, and documentation skills.

- Problem-Solving : Strong analytical and problem-solving skills to troubleshoot complex issues.

- Certifications : Relevant Microsoft Dynamics 365 certifications are highly desirable