Microsoft 365 Automation & Collaboration Architect + Teams Call Center + NetSuite Integration

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Job Overview We are a multi-location organization (200+ sites) seeking an experienced Microsoft 365 professional to design, implement, and optimize an end-to-end environment that integrates with NetSuite and includes a Teams-based call center solution. The goal is to streamline employee onboarding/offboarding, enforce role-based security, enable advanced Teams calling workflows, and synchronize data with our ERP (NetSuite) for seamless operations and real-time reporting. Scope & Objectives Automation & Onboarding Set up Azure AD (Entra ID) with role-based access control (RBAC) for managers, frontline staff, etc. Automate user provisioning/offboarding using forms (e.g., JotForm) or HR data inputs. Enable frictionless license assignment, data archiving, and role transitions (promotions, department changes). Teams & Call Center Solution Implement a hierarchical Teams structure (region → district → shop) with appropriate channels/permissions. Design & configure a Microsoft Teams-based call center: Call queues, auto-attendants, and advanced calling features Integration with NetSuite for CRM or case management data Reporting on call metrics, SLAs, and agent performance Ensure robust voice/video compliance settings, device policies, and usage monitoring. NetSuite Integration Synchronize employee data and roles between NetSuite and Azure AD/Teams. Automate triggers in Teams/Planner or call center workflows based on NetSuite updates (e.g., new location, job role changes). Surface NetSuite data (sales figures, order statuses) in Power BI dashboards for real-time analytics. Security, Compliance & Governance Leverage Azure AD best practices (MFA, conditional access, device compliance). Establish DLP policies, data retention, classification labels. Outline governance rules for site/team lifecycles (naming conventions, archiving), especially for call center channels and recorded calls. Reporting & Analytics Power BI dashboards to track: Onboarding completion times Call center metrics (call volume, average handle time, agent performance) NetSuite-driven financial and operational data Integrate Viva Insights or other tools for automated alerts (e.g., training completion, compliance tasks). Implementation Roadmap & Continuous Improvement Phased rollout plan (discovery, pilot, full deployment). Documentation, training, and knowledge transfer for IT admins and end-users. Recommendations for additional enhancements (e.g., third-party apps, advanced Teams policy management, more robust contact center features). Deliverables Solution Blueprint Architecture diagrams illustrating how Teams, SharePoint, Azure AD, Power Automate, NetSuite, and the call center features interact. Clear plan for data flows (onboarding, user provisioning, call routing, NetSuite sync). Detailed Implementation Guide Step-by-step instructions or milestone-based roadmap for setting up: Azure AD Dynamic Groups & MFA Teams call center configuration (call queues, auto-attendants) NetSuite data sync triggers & workflows Power BI dashboards for real-time reporting Governance guidelines (naming conventions, data retention, user adoption strategies). Integration Scenarios Employee data sync: NetSuite → Azure AD (role-based licenses, Teams access). New store expansions: Automatic Teams site creation, call queues, or announcements triggered by NetSuite entries. Financial & Operational Metrics: NetSuite data feeding into Power BI or Teams channels for leadership oversight. Call Center Configuration & Documentation Configured call queues, auto-attendants, agent assignment, call routing logic. Documentation on agent setup, call quality monitoring, analytics, and potential third-party integrations (if needed). Training & Handover Admin training for ongoing maintenance of Teams call center, security policies, and user onboarding flows. End-user quick-start guides, best practices for Teams usage, call center procedures, and NetSuite tie-ins. Required Skills & Experience Microsoft 365 / Azure AD / Teams: Proven track record designing large-scale identity solutions, dynamic groups, MFA, and Teams call center configurations. Power Automate / Power Platform: Building custom flows to automate provisioning, integrate with NetSuite, and handle approvals. NetSuite ERP: Familiarity with NetSuite data structures and best practices for syncing with external systems. Power BI: Experience creating dashboards that merge data from multiple sources (M365 usage, NetSuite, call center metrics). Security & Compliance: Knowledge of DLP, conditional access policies, and device compliance frameworks. Consultative Approach: Ability to propose enhancements, new features, and best practices specific to a multi-location organization.

Keyword: Power BI

Price: $30.0

Microsoft Power Automate Microsoft Power Automate Administration Microsoft Dynamics 365 Microsoft Azure Microsoft SharePoint Microsoft Active Directory Microsoft Azure Administration NetSuite Development