DYNAMICS 365 TELEPHONY TEST ENGINEER
Key Skills for This Role
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Qualifications
- 1.5+ years of software testing experience, focusing on Dynamics 365 Customer Service.
- Expertise in CTI testing, contact‐center solutions, and omnichannel capabilities.
- Proficiency with Azure DevOps or JIRA for test management.
- Strong knowledge of API testing and SQL for data validation.
- Hands‐on experience with telephony platforms such as Genesys, NICE CXone, Five9, or Avaya.
- Ability to design and execute test scenarios for inbound routing and outbound dialing.
- Understanding of IVR navigation, call transfers, and queue management.
- Experience validating screen‐pop, call logging, and case creation in Dynamics 365.
- Familiarity with the Copilot Admin Center.
- Excellent communication, collaboration, and analytical problem‐solving skills.
- 5+ years of software testing experience, focusing on Dynamics 365 Customer Service.
Responsibilities
- Validate inbound and outbound call flows, ensuring smooth customer interactions.
- Test IVR routing, call transfers, and queues to optimize call‐center efficiency.
- Verify screen‐pop functionality and accurate call logging within Dynamics 365.
- Conduct omnichannel testing across voice, chat, email, and SMS channels.
- Integrate and test with leading telephony platforms such as Genesys, NICE CXone, and Cisco.
- Validate APIs and data synchronization between Dynamics 365 and telephony systems.
- Collaborate with development teams to identify and resolve integration issues.
- Create and execute comprehensive test plans and scenarios for CTI integrations.
- Document and report test results, providing insights for continuous improvement.
- Utilize the Copilot Admin Center for configuration and validation tasks.
About Zensar
Global technology firm providing digital transformation and infrastructure services.
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