Job Description

Job Summary

We are looking for an experiencedDynamics 365 Developerwith deep expertise inCustomer Service Workspace with Contact Center (CSW)andCustomer Insights - Journeys (CI)to design, develop, and implement scalable CRM solutions. This role requires hands-on experience in configuring and customizing CSW components such asVoice and Chat channel setup, Workstreams,Session templates,Agent Scripts and Macros, as well as CI components such asReal-time marketing journeys,Segments,Email Templates, Compliance profiles, Event Managementand in generalintegrations, and Power Platform tools. The consultant will be responsible for delivering high-quality solutions in collaboration with technical and business teams. This position involves hands-on development and coordination across multiple workstreams to ensure successful project outcomes.

Key Responsibility

Customer Service Workspace & Contact Center:

Developend-to-end implementation and configuration of Dynamics 365 Customer Service Workspace(Contact Center).
Configure Session Templates, App Tabs, and Agent Scripts for guided agent experiences.
Develop and deploy Plugins, Custom Workflows, and Web Resources usingC#, JavaScript, and TypeScript.
Implement features likeKnowledge Management, Smart Assist, SLA Management, and Unified Routing.
Set upOmnichannelfor voice, chat, SMS, and social channels using Channel Integration Framework (CIF).
ConfigureCase Management, Entitlements, Queues, and Routing rules.

Customer Insights - Journeys:

Design, develop, and configure solutions using Dynamics 365 Customer Insights - Journeys, with a focus onreal-time marketing, event-driven triggers and customized customer journeys.
Build and managesegmentsusingdemographic, behavioural, and transactional datato drive personalized customer interactions.
ConfigureEmail and SMS Provider.
Create and customizemarketing emails, SMS campaigns, push notifications, and event registrations.
Implement and manageconsent and compliance settings, including subscription centres and compliance profiles.
Configure and maintainmarketing forms, landing pages, and web behavioural trackingto support lead capture and engagement analytics.

General:

Develop and deployPlugins,Custom Workflows, andWeb ResourcesusingC#, JavaScript, and TypeScript.
Integrate external systems usingAzure Functions, Service Bus, Logic Apps, or REST APIs.
DevelopPower Automate flowsto support process automation and approvals.
Collaborate with business teams to gather requirements and translate into functional solutions.
Apply robustsecurity modelsincluding Business Units, Security Roles, Field-Level Security, and Access Teams.
EnableCopilot and AI capabilitiesto support agent productivity and customer insights.
UseGit/Azure DevOpsfor version control, branching strategy, and source code management.
Should implementUnit Testsfor plugins, web resource, function apps using frameworks like FakeXrmEasy or MSTest.
Developcustom command buttonsusing modern Command Designer and Ribbon Workbench (legacy).
Should work on the tools Plugin Registration, Configuration Migration Tool, Package Deployer
Debug and troubleshoot server-side and client-side issues usingPlugin Trace Logs,XrmToolBox,Browser Developer Tools.

Added skills

Hands-on experience in Power Platform includingPower Apps and Power Pages.
Build and deployPCF (PowerApps Component Framework)controls for custom UI components.
Work onAzure DevOpsfor source control, build automation, and release pipelines.
Strong knowledge onAzure Serviceslike Function App, Service bus, API Management, App Services, Key Vault.
Experience on D365 Modules Sales and Field Service
Hand-on Experience onReact Frameworkfor developing web resource
Certifications on Microsoft Dynamics and Azure

Process Skills

Ability to analyze business needs and design scalable, quality-driven CRM solutions.
Experience working with Agile and DevOps methodologies, including backlog grooming and sprint reviews.
Proficient in using Azure DevOps for work tracking, automated deployments, and CI/CD pipelines.
Able to follow structured processes for documentation, quality checks, and change management.
Comfortable in delivering work that aligns with enterprise-grade security and compliance standards.

Qualification

Bachelor's degree in engineering or MCA.
5 - 8 years of experience and minimum 3+ years of experience with Dynamics 365.

Qualifications

Educational qualification:

Bachelor's degree in engineering or MCA.

Experience :

5 - 8 years of experience and minimum 3+ years of experience with Dynamics 365 with Marketing.

Mandatory/requires Skills :
End-to-end implementation and configuration of Dynamics 365 Customer Service Workspace , C#, JavaScript, and TypeScript.

Preferred Skills :

Dynamics 365 Developer with Marketing_L91