Senior Consultant - Dynamics 365 Contact Center

Location – India (Remote)
Experience
10+ years overall, with strong hands-on experience in Dynamics 365 Contact Center and enterprise Contact Center technologies.
Role
Lead the end-to-end engagement covering migration, implementation, integration, go-live, hypercare, and ongoing managed services.
Key Responsibilities
Assess existing Contact Center environment, including Genesys On-Prem.
Design target Dynamics 365 Contact Center architecture.
Lead migration from Genesys On-Prem to Dynamics 365 Contact Center.
Configure IVR, voice, queues, routing, skills, workflows, and digital channels.
Integrate D365 Customer Service, CRM, APIs, Azure, and enterprise systems.
Define migration, testing, cutover, and rollback strategies.
Lead go-live and hypercare activities.
Provide L1/L2/L3 managed support and technical leadership.
Define SLAs, KPIs, monitoring, and escalation processes.
Leverage Copilot, AI, automation, and self-service capabilities.
Act as a client-facing technical architect and lead solution discussions.
Required Skills
Dynamics 365 Contact Center
Genesys On-Prem migration
Contact Center architecture
Voice, IVR, routing, queues, and digital channels
Contact Center integrations and REST APIs
Dynamics 365 Customer Service
Azure / Entra ID
Power Platform / Power Automate
Contact Center analytics and reporting
Production support and managed services
Preferred
Experience with NICE CXone, Cisco, Avaya, Amazon Connect, or other enterprise Contact Center platforms.
Key Deliverables
Current-State / Target-State Architecture
Migration Plan
Solution & Integration Design
Test & Cutover Plan
Go-Live Support
Hypercare
Managed Services Operating Model
Support Runbooks
Ideal Candidate
A client-facing Contact Center Architect who can independently lead the full lifecycle: Assess → Architect → Migrate → Implement → Integrate → Go-Live → Hypercare → Managed Services.

Work arrangement
Yes