Ccaas contact center consultant | bangalore, pune

CCaa S Contact Center Consultant
Job Responsibilities
∙Project Jupiter (Replacing 8x8 with a Microsoft 365 Contact Center solution)
∙Collaborate with business stakeholders to gather requirements and design a
Dynamics 365 Contact Centre solution aligned with customer service processes.
Together with UC/IPTel Expert
∙Define and refine contact routing logic, queue configurations, and skill-based
assignments to distribute incoming customer/vendor enquiries efficiently to the
appropriate agents.
∙Implement Teams voice capabilities (not yet live chat, email, social channels) to
enable a seamless customer support experience.
∙Customise the agent interface with appropriate forms, macros, and knowledge
integration to maximise agent productivity.
∙Leverage Power Platform tools (Power Automate, Power Apps, Dataverse) to extend
system functionality, automate repetitive tasks, and build custom components
supporting contact centre processes.
∙Define an...