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We are looking for an experienced Integration Analyst to join our clients delivery team for a strategic project. This engagement centers on a multi-year digital transformation roadmap, specifically the modernisation of their contact center ecosystem. The successful candidate will lead the technical transition from legacy Dynamics 365 Unified Service Desk (USD) environments to the AI-driven Microsoft Copilot Service Workspace (CSW), with a target completion of June 2028.
Job Responsibility:
Act as a consultative bridge, converting complex business cases into robust technical documentation and architectural blueprints
Navigate the transition from legacy on-premise hardware to a flexible, cloud-based CCaaS (Contact Centre as a Service) platform
Use Visio or Web sequence diagrams to clearly depict and communicate integration workflows to both technical and non-technical stakeholders
Design and implement integration patterns and approaches leveraging Azure Artefacts and associated cloud tools
Apply proven diagnostic skills to solve deep-tier integration issues within the SDLC
Requirements:
Strong proficiency in Azure Integration
Solid understanding of the Microsoft Copilot Service Workspace (CSW) roadmap
Deep working knowledge of Agile development practices and the principles of the Software Development Life Cycle (SDLC)
Proficiency with JIRA for job scheduling/sprint management, and Confluence/Wiki for project documentation
Exceptional interpersonal and consultative skills
Excellent ability to evaluate industry trends and practices
Strong verbal and written communication skills with a focus on negotiation and decision-making
Ability to collaborate effectively in a team environment or operate autonomously when required
Sound problem-solving skills with a "diagnostic first" mindset
What we offer:
Access to a Udemy license for ongoing learning and continuous professional development
Access to exclusive discounts across various platforms