Contact Center Engineer, Senior Associate

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Dynamics 365 Contact Center Engineer

We are seeking a skilled Contact Center Engineer to join our team. This role is to participate in our national team as an engineer and take ownership of our offerings around Microsoft’s Modern Workplace suite of solutions for key clients across North America. 

This role is essential for configuring, maintaining and optimizing our clients’ contact center environments, ensuring a seamless customer experience, and supporting the Contact Center platform. With a focus on configuration, troubleshooting, and communication, the ideal candidate will bring extensive experience in contact center administration and a strong technical foundation focused on the implementation and ongoing support within the Dynamics 365 Contact Center and/or Genesys PureCloud offering.

The Contact Center engineer will work as a business advisor to provide timely, high quality client service to our mid-market clientele. The successful candidate will have excellent communication skills (written and oral), problem solving skills, a strong work ethic, and good client relations.  

Responsibilities include: 

• Perform the design, implementation, configuration of Contact Center components for clients
• Serve as a national resource and escalation point for projects across all regions
• Construct roadmap and migration/integration technical plans for clients
• Draft statements of work to support the client project goals and outcomes
• Identifying and escalating cross selling opportunities across RSM portfolio
• Establishing rapport and trust with key client decision makers 
• Excellent verbal, written and interpersonal communication skills and ability to interact with external
• Manage, configure, and support contact center systems within Dynamics 365, including customizations, integrations, and workflow adjustments to enhance functionality and user experience.
• Leverage your expertise with the Genesys platform to ensure seamless operation, troubleshoot issues, and implement solutions to optimize performance
• Quickly diagnose and resolve technical issues within the contact center environment, using both Dynamics 365 and Genesys tools to support user needs and maintain system integrity.
• Advanced configurations for the contact center, including routing setups, IVR modifications, and integration with other systems to meet business requirements.
• Provide training to contact center staff and end-users on the use and functionality of Dynamics 365 and Genesys. Offer ongoing support to address user questions and ensure adoption of best practices.
• Experience with Microsoft 365 tenants is a plus
• Scripting experience (PowerShell, Batch, VB) is a plus
• Strong customer service orientation
• Strong problem-solving skills and ability to provide hands-on technical support
• Ability to work both independently and as part of a larger team

Basic Qualifications:
Bachelor's degree in Information Technology or equivalent experience and technical certification 
Minimum 3 to 5 years’ experience with Implementation of Contact Center technologies such as Dynamics 365, Genesys or Teams Voice.

Shift: First shift (12PM to 9PM/1PM to 10PM)

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.  

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.  

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.