Sr. Tech Lead - Application Development Microsoft N 4D

Integrate D365 Contact Center with: Telephony / CTI systems (Genesys, Twilio, Azure Communication Services, etc.)

Telephony / CTI systems (Genesys, Twilio, Azure Communication Services, etc.)

Enable: Voice, chat, email, messaging interactions Unified routing and agent experience

Voice, chat, email, messaging interactions

Unified routing and agent experience

Implement: IVR integrations Customer identity/authentication mechanisms

IVR integrations

Customer identity/authentication mechanisms

Contact center integration includes CTI, IVR, and omnichannel routing orchestration

Design data flows for: Customer master data Orders, invoices, service history

Customer master data

Orders, invoices, service history

Ensure: Data synchronization between systems Data integrity and consistency

Data synchronization between systems

Data integrity and consistency

Enable unified customer context across channels

Enterprise integration layer connects D365 with multiple systems (SAP, SFDC, data lake, etc.)

Support: Integration testing (SIT) End-to-end process validation

Integration testing (SIT)

End-to-end process validation

Validate: API responses and error handling Data accuracy across systems

API responses and error handling

Data accuracy across systems

Troubleshoot: Integration failures and latency issues

Integration failures and latency issues

Ensure: High availability of integrations Low latency for real-time customer interactions

High availability of integrations

Low latency for real-time customer interactions

Implement: Monitoring and logging frameworks

Monitoring and logging frameworks

Optimize: Integration throughput and performance

Integration throughput and performance

Implement: Secure API interactions (OAuth, tokens) Data privacy controls (masking, encryption)

Secure API interactions (OAuth, tokens)

Data privacy controls (masking, encryption)

Ensure compliance with: GDPR and audit requirements (depending on geography)

GDPR and audit requirements (depending on geography)

Work closely with: Solution architects Functional consultants Technical developers

Solution architects

Functional consultants

Technical developers

Participate in: Design reviews Sprint ceremonies (Agile delivery)

Design reviews

Sprint ceremonies (Agile delivery)

Document: Integration design documents Data mapping and interface specifications

Integration design documents

Data mapping and interface specifications

Extensive experience i n system integration / middleware / API development

Strong experience in: Dynamics 365 CE integrations Contact center / Omnichannel implementations

Dynamics 365 CE integrations

Contact center / Omnichannel implementations

Experience with: End-to-end CRM transformation programs

End-to-end CRM transformation programs

Understanding of: Dynamics 365 Customer Service Dataverse Power Platform

Dynamics 365 Customer Service

Dataverse

Power Platform

Experience with: CTI / telephony integration Omnichannel for Customer Service

CTI / telephony integration

Omnichannel for Customer Service

Understanding of: Customer interaction flows Agent desktop integration

Customer interaction flows

Agent desktop integration

Knowledge of: Data modeling and mapping ETL and real-time data pipelines

Data modeling and mapping

ETL and real-time data pipelines

Familiarity with: Enterprise integration patterns

Enterprise integration patterns

Microsoft: Azure Developer Associate (AZ-204) Power Platform Developer (PL-400) Dynamics 365 Customer Service (MB-230)

Azure Developer Associate (AZ-204)

Power Platform Developer (PL-400)

Dynamics 365 Customer Service (MB-230)

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