Role description:
To work along with Customer CRM team who are aligning with MS to set up a CCaaS(Contact Centre as a Service) and D365 platform for their contact centre.
Key responsibilities:
•Liaise with Vendor, the design, Manage and engineer the implementation of CCaaS and D365 platform for the customer
•Support and engage with the core team and thirdparty vendor to mobilize the project
•Define business and technical requirements for migration, overseeing integration into CCaaS and D365 Components
•Act as the primary liaison between stakeholders, program leadership, and cross-functional teams to facilitate communication and execution of the project.
•Design and build for the environments required by customer in Azure tenant. Follow the Accounts / tenant approach.
•Design and engineer the Compute and Network resources for the platform
•Support and engineer the requirements for integration with various Dev, Test and Production Environment
•Design and Set up DevOps and pipelines (along with customer and platform teams on the existing templates and best practices)
•Be able to understand applications hosted in AWS Cloud and what best practices and designs can help integrate the CCaaS service which is in Azure with AWS applications
•Be able to support Observability tooling design and integration into central Dashboards/Tools
•Collaborate with cross-functional teams to gather requirements, design solutions, and ensure alignment with organizational goals.
•Function as a liaison between technical teams and business units to facilitate effective communication and project execution.
•Lead system upgrades and enhancements, including testing, documentation, and deployment of new features.
Key skills/knowledge/experience:
•Experience in Microsoft Azure Platform as a Service (PaaS)
•Experience in CCaaS, MS Dynamics 365
•Experience in Azure Cloud Infrastructure engineering activities related to authentication methods like SAML/OIDC and understanding compute, network diagrams
•Experience in understanding integrations to/from Azure to AWS tenants
•(Nice to have) have architecture and technology knowledge in Aviation domain
•(Must) have demonstrated leadership skills in previous engagement(s)
•Analytical and problem-solving skills
•Ability to work under indirect supervision on take on responsibilities swiftly
•Broad understanding of information technology topics
•Effective interpersonal skills and collaborative management style to include teamwork and team building ability
•Comfortable with ambiguity and time spent outside of comfort zone acquiring new skills
Flexible in a fast-paced dynamic environment with shifting roles and responsibilities
•Technically creative and open-minded