DYNAMICS 365 TELEPHONY TEST ENGINEER

Zensar Technologies Limited is seeking an experienced Dynamics 365 Telephony Test Engineer to spearhead testing efforts for CTI integrations and contact‑center solutions. The role involves validating call flows, testing omnichannel interactions, and ensuring data synchronization across leading telephony platforms, delivering a robust and integrated customer service experience.

• 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.

• 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.