Dynamics 365 Contact Center – Support Specialist

INDEAVR, a Marlabs company, is a technology services company focused on the Digital, Data, Cloud and Advanced Software Engineering expertise. We provide services and craft strong R&D practices for some of the world’s most innovative companies.

INDEAVR believes in cultivating a trusted and collaborative environment that empowers talented and hardworking people. In proving to them that they are valuable. That it is of the utmost importance to put effort into learning and enduring the fights one has ahead in building their own sense of self-worth. That good things take time and start with small beginnings.

Be Long-Term Smart. Choose INDEAVR.

Following the migration from 8×8 to Microsoft Dynamics 365 Contact Center, we are currently seeking for a hands-on, autonomous, and customer-focused professional to join our team as a Dynamics 365 Contact Center – Support Specialist. In this role, you will support, configure, and continuously enhance the platform by effectively troubleshooting technical issues while understanding the underlying business processes.

The position combines both technical and functional expertise. You will provide Level 2 support, manage day-to-day configuration and changes, and support the onboarding of new business units and contact centers. Strong documentation, communication and ownership are essential.

What success looks like:

• 3 months: independently handling standard L2 incidents and routine configuration requests.
• 6 months: owning escalations, changes and onboarding activities, including Microsoft support cases.
• 12 months: reducing recurring incidents, running a stable release process and proactively improving the platform.

Working as INDEAVR Dynamics 365 Contact Center – Support Specialist you will excel at:

• Provide L2 support for Dynamics 365 Contact Center across voice and digital channels.
• Troubleshoot routing, agent, telephony, integration and configuration issues.
• Perform root cause analysis and coordinate escalations with Microsoft and internal technical teams.
• Monitor platform health, Microsoft updates and upcoming changes.
• Manage agents, queues, workstreams, skills, routing rules, operating hours and capacity profiles.
• Configure IVR, call flows, greetings, callback and after-hours behaviour.
• Maintain security roles, access rights and supporting Dynamics/Dataverse configuration.
• Test and deploy changes through the agreed release and change-management process.
• Translate business requirements into standard Dynamics 365 Contact Center configurations.
• Configure and test new sites, teams, queues and routing.
• Support UAT, go-live and hypercare.
• Train local users and maintain relevant documentation.
• Maintain runbooks, knowledge articles and troubleshooting documentation.
• Support service desk knowledge transfer.
• Use platform reporting and analytics to identify recurring issues and improvement opportunities.

What we look for:

• Minimum 3 years in application support, including L2 or higher.
• Hands-on Dynamics 365 Contact Center / Omnichannel support experience.
• Experience working in an international support environment.
• Good knowledge of Dynamics 365 Customer Service, Power Platform and Dataverse.
• Understanding of contact centre telephony, SIP/PSTN, numbering and call routing.
• Experience with Microsoft Teams Voice, including Direct Routing, resource accounts and number management.
• Experience with Dynamics environments, solution deployment, testing and release management.
• Ability to translate business requirements into practical technical configurations.
• ITIL-based incident, problem and change-management experience.
• Good professional English.
• Relevant Microsoft certification expected.

What we will value but NOT insist on:

• Dynamics 365 Field Service knowledge.
• Migration experience from platforms such as 8×8, Genesys, Cisco or Avaya.
• Power BI / Customer Service Insights.
• PowerShell, FetchXML or Dataverse Web API knowledge.
• Experience with Dynamics integrations to ERP, CTI or field-service systems.

INDEAVR will provide you with:

• Busy, dynamic and involving workday.
• Experience and performance-based remuneration package.
• Direct financial and mentorship support for professional and personal development.
• Opportunity to work within a culture that actually stimulates knowledge and experience sharing.

IINDEAVR is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability and age

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by the personnel so classified.

If this opportunity is the challenge you are looking for, please send us your CV. Confidentiality guaranteed.