Microsoft Dynamics (D365)
Zensar Technologies · IT Services & Consulting
- Pune, Maharashtra, India
- On-site
- Posted today
- Apply by 20 Oct
- IT & Infrastructure
About the job
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
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.
BE computer