Unified Microsoft Contact Center Lead

Location: Remote, USA

Enterprise Contact Center |Dynamics 365 | Power Platform |Azure

Position Summary
Maitsys is seeking a hands-on Telecommunications Engineer to design, develop, administer, and support its enterprise contact center ecosystem. This role spans Dynamics 365 Customer Service and omnichannel operations, voice and IVR engineering, Microsoft Power Platform, Dataverse, Fabric, Azure integrations, and third-party telephony. The engineer will connect customer interactions and agent workflows across platforms while maintaining secure, observable, reliable, and cost-conscious services.

Key Responsibilities

Contact center and telephony engineering
• Architect, configure, and support Dynamics 365 Customer Service/contact center capabilities, including voice and digital workstreams, queues, routing rules, agent experiences, and escalations.
• Design and maintain end-to-end call flows across Azure Communication Services, the call orchestration application, Copilot Studio IVR, Decagon,



and live-agent handoff; preserve caller intent and context throughout the interaction.
• Engineer and troubleshoot Session Border Controller (SBC) trunks and SIP connectivity with Decagon; coordinate testing, deployment, monitoring, and failover with internal teams and partners.

Power Platform and Dataverse
• Build and maintain Power Apps, Power Automate flows, Power BI reporting, and Copilot Studio agents, including IVR experiences and API-based integrations with enterprise systems.
• Administer Dataverse data structures, access, security roles, environment configuration, and platform health; support data quality, operational troubleshooting, and change management.
• Monitor and manage Power Platform environments, Copilot Credits, Dataverse storage/consumption, permissions, and related platform costs.

Data engineering and reporting
• Configure and support Microsoft Fabric Link for Dataverse, Fabric workspaces and capacities, lakehouses,

📌 Unified Microsoft Contact Center Lead (Argentina)
🏢 Maitsys
📍 Argentina