Apply for the Intermediate Dynamics Contact Center Engineer (HYBRID) job opening.Intermediate Dynamics Contact Center Engineer (HYBRID)

Location: Lakeland, FL
Job ID: 38360BR
Department: Publix Technology
Pay Frequency: Monthly
Pay Range: $7,515 - $11,275
Date Posted: Jul 29, 2026

$97 - 146k

Hybrid

Full Time - Regular

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Description

Publix Super Markets, Inc., the largest employee-owned company in the U.S., is driven by a dynamic technology team of 2,300+ professionals delivering innovative solutions to 1,400+ stores and 260,000+ associates across 8 states.

From IT security and platform engineering to architecture, software development, and infrastructure, we offer career opportunities at every level—internships through technical leadership.

Join a company consistently ranked among Fortune’s “100 Best Companies to Work For” and help us build more than great subs—build the future of technology at Publix.

We are seeking an Intermediate Dynamics Contact Center Engineer to join our Contact Center engineering team. This role will focus on implementing, configuring, supporting, and troubleshooting Microsoft Dynamics 365 Contact Center capabilities, including routing, queues, channels, and agent and supervisor experiences. The engineer will also help support self-service workflows using Microsoft Copilot Studio agents and Dynamics 365, while partnering with desktop and networking engineering teams to keep our contact centers highly operational, consistent, and ready for future expansion.

Location: Hybrid (Lakeland, FL)
Work Model: Enjoy the best of both worlds—collaborate in person and innovate remotely.
Interview Process: Candidates selected to advance in the interview process will be required to participate in at least one onsite interview at our Lakeland, FL campus.

Why Join Us?

• Hybrid Flexibility: Work remotely when you need focus time and join us onsite for high-impact collaboration and brainstorming sessions.
• Operational Efficiency: Ensure technology solutions support efficient workflows and enable automation to improve operational effectiveness.
• Modern Contact Center Technology: Support Microsoft Dynamics 365 Contact Center capabilities that improve service consistency, routing effectiveness, and agent and supervisor productivity.
• Empowered Culture: We value autonomy, creativity, and continuous learning—your ideas shape the future of technology in our organization.

Your Impact

• Implement and support Dynamics 365 Contact Center supervisor and agent functionality, including routing, queues, channels, workstreams, and operational configuration.
• Configure and troubleshoot contact center voice and messaging experiences, including escalation paths, queue behavior, and channel availability.
• Troubleshoot SaaS, desktop, and network-related issues affecting agent and supervisor experiences, including browser behavior, device configuration, performance, event logs, and access issues.
• Support telephony and voice quality troubleshooting, including Teams Phone configuration, SIP signaling, codecs, MOS, jitter, packet loss, and call quality investigation.
• Partner with desktop and networking engineering teams to analyze packet captures, firewall behavior, certificates, ciphers, Edge browser policy, Dev Tools output, and HAR files.
• Assist with Microsoft Copilot Studio and Power Platform support activities where needed, with emphasis on configuration, testing, diagnostics, and operational readiness rather than custom development.
• Implement and support Dynamics 365 Contact Center supervisor and agent functionality.
• Troubleshoot SaaS, local desktop, and network environment issues.
• Teams Phone configuration and support.

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Required Qualifications

• Bachelor’s degree in computer science or a related analytical field, or equivalent experience, is preferred
• 3+ years of experience supporting systems found in a modern contact center, including telephony, Windows desktop, access control, and networking in an enterprise environment.
• 3+ years of experience implementing and supporting a modern contact center environment.
• Experience implementing or supporting Dynamics 365 Customer Service or Dynamics 365 Contact Center in production.
• Contact center implementation experience, including routing, queues, channels, and agent and supervisor functionality.
• Telephony configuration and voice troubleshooting experience, including SIP, codecs, MOS, jitter, packet loss, and call quality investigation.
• Windows Desktop Engineering experience supporting group policy, device configuration, performance troubleshooting, and event log analysis.

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Preferred Qualifications

• Experience implementing Dynamics 365 Customer Service or Dynamics 365 Contact Center, including omnichannel routing, queues, unified routing, workstreams, and supervisor experiences.
• Hands-on experience with Microsoft Copilot Studio and the Power Platform, including Power Automate, Dataverse, and model-driven Power Apps.
• Teams Phone configuration and voice troubleshooting experience, including SIP, codecs, MOS, jitter, packet loss, and call quality diagnostics.
• Azure administration or support experience with services such as Azure Communication Services, Application Insights, or Log Analytics for telemetry and diagnostics.
• Entra ID and conditional access troubleshooting experience, including service principals, app registrations, and access-related issues.
• Networking and firewall troubleshooting experience involving packet captures, ciphers, and certificates.
• Experience using Edge browser policy, Dev Tools, and HAR files to troubleshoot browser-based SaaS applications.
• Relevant Microsoft certifications such as MB-230, PL-200, PL-400, or AZ-104 are preferred.
• Microsoft Copilot Studio, including designing, building, testing, and deploying self-service agents.
• Power Platform solution support using Power Automate, Dataverse, and model-driven Power Apps.
• Azure services used for telemetry and diagnostics, including Application Insights and Log Analytics.
• Entra ID, conditional access, service principles, app registrations, and access troubleshooting.
• Certificates, ciphers, firewall rules, packet captures, and network path analysis.
• Browser diagnostics using Microsoft Edge policies, Dev Tools, console output, and HAR files.

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Benefits

• Employee stock ownership plan that contributes Publix stock to associates each year at no cost
• An opportunity to purchase additional shares of our privately-held stock
• 401(k) retirement savings plan
• Group health, dental and vision plans
• Paid Time Off
• Paid Parental Leave
• Short- and long-term disability insurance
• Tuition reimbursement
• Free hot lunches (buffet-style) at facilities with a cafeteria
• Visit our website to see all of our benefits: Benefits – Jobs (publix.com)

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Year End Bonus

As a year-end bonus to associates, Publix issues one month’s extra pay (pro-rated in the first year) each year if associate remains employed through issue date of the bonus check that year. This is calculated as a 13th month of pay in the Potential Annual Pay with Bonus line above.

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Additional Information

Your application may have additional steps that you will need to complete in order to remain eligible for consideration. Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time-sensitive emails that could require action within 24-48 hours.

Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email.

For this position, Publix does not and will not file a petition or application with the USCIS or Department of State on behalf of any noncitizen for any immigration-related benefit to work and/or to continue to work in the United States, e.g., an H-1B or TN petition or permanent residence.

***Relocation/Household Good Shipment Allowance will NOT be provided.***

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