Lead Dynamics 365 CCaaS Engineer

Key Responsibilities / Functional Skills:

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Technical Leadership

• Guide Senior SEs, SEs, and SDETs across build and support squads.
• Ensure adherence to Dynamics 365 CCaaS design principles, coding standards, and DevOps practices.
• Act as escalation point for complex technical issues across squads.
• Serve as the technical liaison with clients, ensuring clear communication of progress, risks, and technical decisions.
• Translate client requirements into actionable engineering tasks.
• Provide regular updates, demos, and technical clarifications to stakeholders.

Build Squad Oversight

• Drive delivery of new features, customizations, and extensions in Dynamics 365 CCaaS.
• Ensure build squads follow best practices in configuration-over-customization.
• Collaborate with architects and BAs to translate requirements into technical solutions.

Support Squad Oversight

• Lead troubleshooting, bug fixes, and performance optimization in production environments.
• Ensure SLAs for incident resolution are met and root cause analysis is performed.
• Guide support engineers in proactive monitoring and automation of recurring tasks.

Quality & Automation

• Partner with QE and SDET roles to embed automated testing and CI/CD pipelines.
• Ensure automation coverage is scaled up to reduce manual regression testing.
• Promote telemetry, logging, and monitoring practices for proactive issue detection.
• Work closely with Dataverse Architect, Integration Architect, and Security teams to ensure technical consistency.
• Align squad delivery with programme goals, ensuring smooth handoffs between build and support. xcskxlj
• Mentor engineers, fostering a culture of continuous learning and improvement.

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