Dynamics 365 Telephony Test Engineer

About the role

Zensar Technologies seeks a Dynamics 365 Telephony Test Engineer to ensure seamless integration of telephony platforms with Microsoft Dynamics 365 Customer Service. The role involves validating call flows, testing omnichannel interactions, and verifying data synchronization across various telephony systems. This position is based in India on an on-site work model.

What you’ll do

• Validate inbound and outbound call flows for smooth interactions
• Test IVR routing, call transfers, and queues for efficiency
• Verify screen pop functionality and accurate call logging in D365
• Conduct omnichannel testing across voice, chat, email, and SMS
• Integrate and test with leading telephony platforms like Genesys and Cisco
• Validate APIs and data synchronization between D365 and telephony systems
• Create and execute comprehensive test plans for CTI integrations
• Document and report test results for continuous improvement

What you’ll bring

• 5-7 years of experience in software testing
• Focus on Dynamics 365 Customer Service
• Expertise in CTI testing and contact center solutions
• Proficiency in Azure DevOps or JIRA for test management
• Strong knowledge of API testing and SQL for data validation

Nice to have

• Experience with Genesys, NICE CXone, Five9, or Avaya
• Ability to design test scenarios for inbound/outbound routing
• Understanding of IVR navigation and call transfer processes
• Familiarity with call recording and case creation validation

Skills