Microsoft Dynamics 365 Lead/ Manager with Genesys Experience - 100% Remote

About the Role

We are seeking an experienced IT professional with a strong background in leading enterprise CRM or Contact Center implementation projects. This role involves delivering large-scale Customer Experience (CX), Contact Center, or Customer Service transformation initiatives.

Responsibilities & Requirements

• Minimum of 10 years of IT experience, with at least 5 years leading enterprise CRM or Contact Center implementation projects.
• Proven 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.

Preferred Qualifications

• Experience in delivering healthcare, Medicaid, or government customer service implementations.