Support Engineer – Dynamics 365 Contact Center (CCAAS OR MCS)

Support Engineer – Dynamics 365 Contact Center (CCAAS OR MCS)

Job Location: Hyderabad, Telangana

Worksite: Onsite (100%)

About WCT:

WaferWire Technology Solutions (WCT) specializes in delivering comprehensive Cloud, Data and AI solutions through Microsoft's technology stack. Our services include Strategic Consulting, Data/AI Estate Modernization, and Cloud Adoption Strategy. We excel in Solution Design encompassing Application, Data, and AI Modernization, as well as Infrastructure Planning and Migrations. Our Operational Readiness services ensure seamless DevOps, ML Ops, AI Ops, and SecOps implementation. We focus on Implementation and Deployment of modern applications, continuous Performance Optimization, and future-ready innovations in AI, ML, and security enhancements. Delivering from Redmond-WA, USA, Guadalajara, Mexico and Hyderabad, India, our scalable solutions cater precisely to diverse business requirements and multiple time zones (US time zone alignment).

About Role/Project:

We are looking for a support engineer primarily focused on Microsoft Dynamics 365 Contact Center (CCAS / CCaaS). This role is critical in supporting enterprise customers by troubleshooting and resolving complex product issues across Contact Center, Voice, Routing, Omnichannel, Copilot, and Power Platform components.

Responsibilities:

• Own and resolve customer support cases related to Dynamics 365 Contact Center, Omnichannel, Copilot, and Power Platform.

• Troubleshoot issues across voice, routing, omnichannel channels, Copilot features, and agent workspace.

• Perform root cause analysis by gathering logs, reproducing issues, and identifying configuration or product defects.

• Collaborate with Microsoft support ecosystem and internal teams for escalations.

• Maintain SLA adherence and customer communication.

• Document solutions and contribute to knowledge base.

Preferred Qualifications:

• 3–7+ years in Dynamics 365 / Power Platform support roles.

• Strong expertise in Dynamics 365 Contact Center (CCAS), Omnichannel, Copilot, and Power Platform.

• Experience troubleshooting voice, routing, and Copilot issues.

• Good to have Microsoft Support project experience.

Equal Employment Opportunity Declaration:

WCT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.