Note: The job is a remote job and is open to candidates in USA. The Dignify Solutions, LLC is seeking a Delivery Lead for Microsoft Dynamics 365 Customer Service and Genesys Cloud CX. The role involves leading enterprise CRM and Contact Center implementation projects, focusing on delivering large-scale customer experience transformation initiatives.
Responsibilities
- 10 years of IT experience with at least 5 years leading enterprise CRM or Contact Center implementation projects
- Proven experience delivering large-scale Customer Experience (CX), Contact Center, or Customer Service transformation initiatives
- Strong hands-on experience implementing Microsoft Dynamics 365 Customer Service
- Strong experience implementing Genesys Cloud CX or Genesys Engage contact center solutions
- Experience integrating CRM platforms with telephony, CTI, IVR, omnichannel communications, and workforce optimization solutions
- Strong understanding of contact center operations including call routing, IVR design, agent desktop, case management, knowledge management, and service workflows
- Knowledge of REST APIs, Azure Integration Services (Power Automate, Power Apps) middleware platforms, event-driven integration, and enterprise integration patterns
- Experience delivering cloud-based SaaS implementations using Azure and Microsoft cloud technologies
- Strong understanding of Agile, Scrum, DevOps, CI/CD pipelines, and modern software delivery methodologies
- Familiarity with security, privacy, and compliance standards applicable to enterprise customer service platforms
- Strong written and verbal communication skills with experience preparing executive reports and project status updates
- Experience in the delivery healthcare, Medicaid, or government customer service implementations is preferred
Skills
- 10 years of IT experience with at least 5 years leading enterprise CRM or Contact Center implementation projects
- Proven experience delivering large-scale Customer Experience (CX), Contact Center, or Customer Service transformation initiatives
- Strong hands-on experience implementing Microsoft Dynamics 365 Customer Service
- Strong experience implementing Genesys Cloud CX or Genesys Engage contact center solutions
- Experience integrating CRM platforms with telephony, CTI, IVR, omnichannel communications, and workforce optimization solutions
- Strong understanding of contact center operations including call routing, IVR design, agent desktop, case management, knowledge management, and service workflows
- Knowledge of REST APIs, Azure Integration Services (Power Automate, Power Apps) middleware platforms, event-driven integration, and enterprise integration patterns
- Experience delivering cloud-based SaaS implementations using Azure and Microsoft cloud technologies
- Strong understanding of Agile, Scrum, DevOps, CI/CD pipelines, and modern software delivery methodologies
- Familiarity with security, privacy, and compliance standards applicable to enterprise customer service platforms
- Strong written and verbal communication skills with experience preparing executive reports and project status updates
- Experience in the delivery healthcare, Medicaid, or government customer service implementations
Company Overview