Posted: 15 June
The role
About Position
We are looking for a Tech Lead - Dynamics 365 Contact Center & AI Integration to drive a large-scale contact centre transformation (Genesys to D365). This role will own end-to-end solution delivery, including architecture, integrations, AI enablement (Copilot), and production readiness across voice, email, and AI-assisted workflows.
Key Responsibilities
- Lead architecture and end-to-end delivery of D365 Contact Center solutions
- Drive integrations with enterprise systems (AWS APIs), telephony (SIP), and external voice platforms
- Implement Copilot-based Agent Assist (transcription, intent detection, recommendations)
- Design scalable data architecture for call and transcript data
- Lead reporting transformation (Verint to Power BI / D365 analytics)
- Ensure security and identity compliance (MFA, SSO, Ping ID, SailPoint)
- Manage email migration (Oracle to D365) and production rollout
- Drive AI-led automation (case summarisation, CRM auto-updates, intelligent routing)
- Ensure performance, scalability, and production stability
- Mentor and lead global/offshore teams
Must-Have Skills
- Dynamics 365 Customer Service / Contact Center
- Contact centre telephony (SIP, call flows)
- Power BI / D365 reporting
- Identity & security (MFA, SSO)
- Strong stakeholder management and ownership
Good-to-Have
- Voice bot / telephony integrations (Telstra SIP)
- Power Automate / RPA
- Competitive salary and benefits package
- Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
- Opportunity to work with cutting-edge technologies
- Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
- Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents
Values-Driven, People-Centric & Inclusive Work Environment
- We support hybrid work and flexible hours to fit diverse lifestyles.
- Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
- If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment
Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.
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