Tech lead – dynamics 365 contact center & ai integration

Lead the end-to-end implementation and completion of a Dynamics 365 Contact Center transformation (Genesys to D365), driving architecture, integrations, AI enablement (Copilot), and production readiness. Responsible for technical leadership, delivery governance, and solution scalability across voice, email, AI-assisted agent workflows, and enterprise integrations.

• Own solution architecture and technical delivery for D365 Contact Center
• Validate and complete handover readiness (queues, routing, users, telephony)
• Lead integration strategy across:
  • Real-time transcription validation
  • Movement of call and transcript data to Data Lake / enterprise platform
• Ensure security and identity compliance
  • MFA, Ping ID, SailPoint
• Drive AI-led automation roadmap
  • Case summarization
  • CRM auto updates
• Govern performance, scalability, and production stability
• Mentor offshore teams (D365 and .NET)

• Platform Expertise – Dynamics 365 Customer Service / Contact Center
• Integration Architecture – .NET Core backend integrations, REST APIs, event-driven design
• Telephony – Contact center telephony integration (SIP, call flows)
• Data & Analytics – Data lake integration and large-scale data handling via Azure Synapse / Fabric
• Reporting – Power BI and D365 reporting, transitioning from Verint reporting systems
• Security – MFA, SSO, Identity (Ping ID, SailPoint)
• Automation & Workflows – D365 workflows and case management automation

• Platform – Dynamics 365 Omnichannel advanced features
• Integration – Azure Integration Services (Logic Apps, Service Bus)
• Telephony – Telstra SIP and voice bot integrations
• Data & Analytics – Azure Fabric and advanced analytics
• Security – Zero Trust and enterprise security frameworks
• Automation – RPA and Power Automate advanced usage