3 days ago
Washington, DC, USAMid Level
Responsibilities
- Migrate legacy call center telephony solutions into Dynamics 365 Contact Center integrated with Dynamics 365 Customer Service.
- Implement, configure, and optimize Omnichannel for Customer Service and Dynamics Contact Center across voice, chat, and SMS channels.
- Develop and maintain integrations with Azure Communication Services, Teams Phone, Copilot Studio IVR Agents, Power Apps, Logic Apps, and ServiceNow.
- Implement Unified Routing, queues, SLA/KPI tracking, knowledge management, plugins, custom workflow activities, JavaScript, and PCF controls.
- Develop and maintain Azure AI Foundry solutions and applications and support development teams using those solutions.
- Provide deployment, hypercare, operational transition, and major incident escalation support.
- Troubleshoot Customer Service Hub, Omnichannel, routing, and telephony integration issues.
- Produce technical documentation, solution diagrams, and release artifacts.
- Gather requirements from business units and translate them into technical designs.
- Ensure solutions follow security, compliance, data governance, and performance best practices.
Requirements
- Expertise spanning Microsoft Azure, Dynamics 365 Customer Service and Contact Center, Azure AI Foundry, and Copilot Studio.
- Experience designing, building, customizing, and integrating Dynamics 365 Customer Service ecosystem solutions.
- Experience with omnichannel customer service, unified routing, contact center telephony, and third-party platform integrations.
- Ability to develop plugins, custom workflow activities, JavaScript, and PCF controls.
- Ability to develop and support Azure AI Foundry solutions and applications.
- Ability to troubleshoot, document, deploy, and provide post-deployment support for enterprise cloud solutions.
- Ability to collaborate with business stakeholders, product owners, development teams, and IT organizations.
Benefits
- Hybrid work arrangement with 3 days onsite and 2 days remote in Washington, D.C.
Tech Stack
Categories
Solutions Engineering
About SAIC
SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our portfolio of offerings integrates emerging technology into mission critical operations. Headquartered in Reston, Virginia, SAIC has approximately 23,000 employees and annual revenues of about $7.3 billion.