Dynamics 365 Contact Center Support Specialist in Genève

h3Share your dreams. Develop your strengths. Grow your potential. /h3 pSign up to receive by email any jobs of interest as they are advertised on the website /p pDynamics 365 Contact Center – Support Specialist /p pApply until /p pFollowing 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 bDynamics 365 Contact Center Support Specialist /b. 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. /p h3What Success Looks Like /h3 ulli3 months: independently handling standard L2 incidents and routine configuration requests. /lili6 months: owning escalations, changes and onboarding activities, including Microsoft support cases. /lili12 months: reducing recurring incidents, running a stable release process and proactively improving the platform. /li /ul h3Working as INDEAVR Dynamics 365 Contact Center – Support Specialist you will excel at /h3 ulliProvide L2 support for Dynamics 365 Contact Center across voice and digital channels. /liliTroubleshoot routing, agent, telephony, integration and configuration issues. /liliPerform root cause analysis and coordinate escalations with Microsoft and internal technical teams. /liliMonitor platform health, Microsoft updates and upcoming changes. /liliManage agents, queues, workstreams, skills, routing rules, operating hours and capacity profiles. /liliConfigure IVR, call flows, greetings, callback and after-hours behaviour. /liliMaintain security roles, access rights and supporting Dynamics/Dataverse configuration. /liliTest and deploy changes through the agreed release and change-management process. /liliTranslate business requirements into standard Dynamics 365 Contact Center configurations. /liliConfigure and test new sites, teams, queues and routing. /liliSupport UAT, go-live and hypercare. /liliTrain local users and maintain relevant documentation. /liliMaintain runbooks, knowledge articles and troubleshooting documentation. /liliSupport service desk knowledge transfer. /liliUse platform reporting and analytics to identify recurring issues and improvement opportunities. /li /ul h3What we look for /h3 ulliMinimum 3 years in application support, including L2 or higher. /liliHands-on Dynamics 365 Contact Center / Omnichannel support experience. /liliExperience working in an international support environment. /liliGood knowledge of Dynamics 365 Customer Service, Power Platform and Dataverse /liliUnderstanding of contact centre telephony, SIP/PSTN, numbering and call routing. /liliExperience with Microsoft Teams Voice, including Direct Routing, resource accounts and number management. /liliExperience with Dynamics environments, solution deployment, testing and release management. /liliAbility to translate business requirements into practical technical configurations. /liliITIL-based incident, problem and change-management experience. /liliGood professional English. /liliRelevant Microsoft certification expected. /li /ul h3What we will value but NOT insist on /h3 ulliDynamics 365 Field Service knowledge. /liliMigration experience from platforms such as 8×8, Genesys, Cisco or Avaya. /liliPower BI / Customer Service Insights. /liliPowerShell, FetchXML or Dataverse Web API knowledge. /liliExperience with Dynamics integrations to ERP, CTI or field-service systems. /li /ul h3INDEAVR will provide you /h3 ulliBusy, dynamic and involving workday. /liliExperience and performance-based remuneration package. /liliDirect financial and mentorship support for professional and personal development. /liliOpportunity to work within a culture that actually stimulates knowledge and experience sharing. /li /ul pINDEAVR 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. /p pThe 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. /p #J-18808-Ljbffr