engineering
Posted Apr 8Senior Technical Support Engineer - Microsoft MS
at TTEC Digital
Hyderabad, IndiaOn-site
Responsibilities
- Own and resolve complex L3/L4 production issues through effective triage and root cause analysis.
- Guide and mentor team members handling incidents, service requests, and minor enhancements.
- Support and enhance Microsoft CCaaS (Omnichannel) solutions including routing, workstreams, and agent experience.
- Design, implement, and support integrations using Azure services such as Logic Apps and Functions.
- Review code, configurations, and fixes to ensure performance, scalability, and security.
- Ensure SLA adherence and timely resolution of high-priority incidents.
Requirements
- Leverage AI-assisted tools like GitHub Copilot and Power Platform Copilot to improve efficiency and quality.
- experience with Dynamics 365 (CRM). Deep expertise in Power Platform including Canvas Apps, Model-driven Apps, Power Automate, and PCF.
- Experience in handling production support environments (AMS/Managed Services).
- Strong knowledge of Microsoft Omnichannel / CCaaS solutions.
- Proficiency in Azure integration services (Logic Apps, Functions, Dataverse APIs).
- Experience with code reviews, debugging, and performance optimization.
- Familiarity with AI-assisted development tools (GitHub Copilot, Copilot Studio).
- Ability to work in a fast-paced global support environment.
- Leadership skills with the ability to guide and mentor teams without direct authority.
- Shift: Night / Rotational (Global Support Model) Technology Stack Microsoft Dynamics 365 (CRM) Microsoft Power Platform (Canvas Apps, Model-driven Apps, Power Automate, PCF) Microsoft Omnichannel / CCaaS Azure Services (Logic Apps, Functions, Dataverse APIs) .NET / C# Git, Azure DevOps (CI/CD, ALM) AI Tools (GitHub Copilot, Copilot Studio, Power Platform Copilot) Education,
- Experience and Certification Bachelor’s degree in Computer Science, Information Technology, or related field. 6–8 years of relevant
- experience in Dynamics 365 and Power Platform.
- Experience working in Managed Services / AMS support environments. Microsoft certifications in Dynamics 365, Power Platform, or Azure are preferred
Benefits
- Our vision is the same, a place where employees know they can thrive.
Additional details
- At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer
- Position Purpose The Senior Dynamics 365 & Power Platform Consultant will play a critical role in supporting, enhancing, and maintaining enterprise Microsoft solutions within a global managed services environment.
- This position focuses on production support, solution advisory, and technical leadership, ensuring high-quality delivery across Dynamics 365 and Power Platform ecosystems while guiding team members and resolving complex issues. Key
- Responsibilities Act as a technical consultant and lead for Dynamics 365 and Power Platform solutions in production environments.
- Participate in global support operations including night/rotational shifts and on-call duties.
- Competency Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- High ownership and accountability for production issues and deliverables.
- Adaptability to rotational shifts and on-call support requirements.