Live opening · Posted 18 days ago
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Company Description Zenith Services Inc., founded in 2006, is an IT consulting and solutions firm that supports clients through the full digital transformation journey, from ideation to execution. The company uses a lean, agile, and collaborative approach to build customized technology solutions across the digital value chain. With deep expertise in Retail Banking, Capital Markets, Information Security, and Applications Management, Zenith helps organizations turn IT into a strategic asset. The firm delivers cloud and on-premise solutions that improve operational efficiency and accelerate revenue growth. Zenith serves multiple verticals including Finance, Banking, Insurance, Telecom, and others, offering broad industry exposure for technical professionals.
Hiring: Support Engineer – Dynamics 365 Contact Center (CCaaS)
Experience: 4+ Years
Location: Hyderabad, Telangana
Worksite: 100% Onsite
Positions: 5
Budget: Up to ₹25 LPA
Notice Period: 30 Days or Less
Project: Microsoft Support Project
We are looking for experienced Support Engineers with strong expertise in Microsoft Dynamics 365 Contact Center (CCaaS/CCAS) to support enterprise customers and troubleshoot complex product issues across Contact Center, Voice, Routing, Omnichannel, Copilot, and Power Platform components.
Key Responsibilities:
Own and resolve customer support cases related to Dynamics 365 Contact Center, Omnichannel, Copilot, and Power Platform.
Troubleshoot issues across Voice, Routing, Omnichannel channels, Copilot features, and Agent Workspace.
Perform Root Cause Analysis (RCA) by gathering logs, reproducing issues, and identifying configuration or product defects.
Collaborate with Microsoft Support teams and internal engineering teams for escalations.
Maintain Service Level Agreement (SLA) adherence and effective customer communication.
Document technical solutions and contribute to the Knowledge Base.
Handle complex enterprise customer issues and provide timely resolutions.
Required Skills:
4–7 years of experience in Dynamics 365 / Power Platform support roles.
Strong hands-on experience with Dynamics 365 Contact Center (CCaaS/CCAS).
Strong knowledge of Dynamics 365 Omnichannel.
Experience with Microsoft Copilot and Copilot Studio.
Good knowledge of Microsoft Power Platform.
Experience troubleshooting Voice and Routing issues.
Experience with Agent Workspace and Contact Center configurations.
Strong troubleshooting, log analysis, and Root Cause Analysis (RCA) skills.
Good customer communication and case management skills.
Preferred Qualifications
Experience working on a Microsoft Support project.
Experience supporting enterprise customers.
Experience with ServiceNow or other IT Service Management (ITSM) tools.
Strong understanding of Contact Center technologies and integrations.
Work arrangement
No
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