| Role Description: | Bot Development Conversational DesignDesign and develop Copilots and custom bots using Copilot Studio for integration with Dynamics 365 Contact Center, includingoConversational flows, topic triggers, and rich adaptive cardsoNatural language understanding (NLU) using generative AIoVoice-enabled interactions via Azure Communication Services (Client) or integrated telephony platformsConfigure seamless handoffs between bots and live agents using Omnichannel for Customer Service.Integration ExtensibilityIntegrate Copilots with Dynamics 365 CRM, Dataverse, and external systems viaoPower Automate flowsoCustom connectorsoAzure Functions and Logic AppsExtend bot capabilities with AI Builder, Azure OpenAI, and custom APIs for intelligent data retrieval and decision-making.Testing OptimizationConduct end-to-end testing, including bot response accuracy, handoff behavior, and voice quality.Monitor user engagement and bot performance optimize conversations using analytics and user feedback.Implement fallback and escalation strategies to ensure a high-quality support experience.Documentation CollaborationMaintain documentation for bot architecture, logic, integration flows, and deployment processes.Collaborate with functional consultants, developers, UX designers, and business stakeholders to align AI features with business goals.Participate in Agile ceremonies and contribute to sprint deliverables. |
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