🏢 Company: Wipro
Hiring
📌 Job Description
Wipro is hiring professionals with 13+ years of experience for a Microsoft Dynamics 365 Contact Centre role across PAN India.
The role involves leading end-to-end architecture and implementation of Microsoft Dynamics 365 Contact Center solutions, with strong experience across contact center operations, telephony, customer journeys, automation, AI-assisted workflows and enterprise CCaaS transformations.
💼 Key Responsibilities
- Lead end-to-end architecture and implementation of Microsoft Dynamics 365 Contact Center solutions.
- Work with Microsoft Dynamics 365 Contact Center solutions and capabilities.
- Apply deep understanding of contact center operations including IVR, queues, routing and SLAs.
- Design voice and digital customer journeys.
- Apply knowledge of telephony fundamentals including call routing, IVR behavior and SIP concepts.
- Work with bots, automation and AI-assisted contact center workflows.
- Maintain strong documentation and solution governance.
- Contribute to enterprise CCaaS transformations.
- Apply AI/NLP use cases in contact centers.
- Support multi-region or global contact center deployments.
- Work with DevOps / CI-CD concepts for platform deployments.
🎓 Eligibility Criteria
- 13+ years of professional experience.
- Strong experience with Microsoft Dynamics 365 Contact Center.
- Deep understanding of contact center operations including IVR, queues, routing and SLAs.
- Experience designing voice and digital customer journeys.
- Knowledge of telephony fundamentals, call routing, IVR behavior and SIP concepts.
- Experience with bots, automation and AI-assisted contact center workflows.
- Strong documentation and solution governance capabilities.
- Experience with enterprise CCaaS transformations.
- Exposure to AI/NLP use cases in contact centers.
- Experience with multi-region or global contact center deployments.
- Familiarity with DevOps / CI-CD concepts for platform deployments.
🛠️ Key Skills
- Microsoft Dynamics 365 Contact Center
- Solution Architecture
- Contact Center Operations
- IVR
- Queues & Routing
- SLA Management
- Voice & Digital Customer Journeys
- Telephony
- SIP Concepts
- Bots & Automation
- AI-Assisted Contact Centers
- AI / NLP
- CCaaS
- DevOps / CI-CD
- Solution Governance
🎁 Role Highlights
- Microsoft Dynamics 365 Contact Centre opportunity.
- 13+ years of experience required.
- PAN India location.
- Immediate to 30-day notice period.
- Focus on end-to-end architecture and implementation.
- Exposure to enterprise CCaaS transformations and AI-assisted workflows.
- Experience with multi-region or global contact center deployments.
🌟 Role Focus
- Lead Dynamics 365 Contact Center architecture and implementation.
- Design voice and digital customer journeys.
- Work across telephony, IVR, routing and contact center operations.
- Drive automation, bots and AI-assisted contact center workflows.
- Support enterprise CCaaS transformation initiatives.
- Work with global or multi-region contact center deployments.
🎯 Core Skills Required
Microsoft Dynamics 365
Contact Center
Solution Architecture
CCaaS
IVR
Telephony
SIP
Call Routing
Customer Journeys
Bots
AI / NLP
Automation
DevOps
CI-CD
Solution Governance
🎤 Interview Preparation
- Prepare to discuss end-to-end architecture and implementation of Microsoft Dynamics 365 Contact Center solutions.
- Be ready to explain IVR, queues, routing and SLA concepts in contact center environments.
- Prepare examples of designing voice and digital customer journeys.
- Revise telephony fundamentals, including call routing, IVR behavior and SIP concepts.
- Be prepared to discuss bots, automation and AI-assisted contact center workflows.
- Highlight experience with enterprise CCaaS transformations.
- Prepare examples involving AI/NLP use cases in contact centers.
- Discuss experience with multi-region or global contact center deployments.
- Be ready to explain DevOps / CI-CD concepts for platform deployments.
- Highlight your approach to documentation and solution governance.
🚀 How to Apply
Interested candidates can share their CV at: CV-jyotsena.verma@wipro.com
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