CRM Junior Engineer with Devops

Job Description

Customer Service Workspace & Contact Center:

. Develop end-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 using C#, JavaScript, TypeScript and react.

. Implement features like Knowledge Management, Smart Assist, SLA Management, and Unified Routing.

. Set up Omnichannel for voice, chat, SMS, and social channels using Channel Integration Framework (CIF).

. Configure Case Management, Entitlements, Queues, and Routing rules.

Customer Insights - Journeys:

. Design, develop, and configure solutions using Dynamics 365 Customer Insights - Journeys, with a focus on real-time marketing, event-driven triggers and customized customer journeys.

. Build and manage segments using demographic, behavioural, and transactional data to drive personalized customer interactions.

. Configure Email and SMS Provider.

. Create and customize marketing emails, SMS campaigns, push notifications, and event registrations.

. Implement and manage consent and compliance settings, including subscription centres and compliance profiles.

. Configure and maintain marketing forms, landing pages, and web behavioural tracking to support lead capture and engagement analytics.

General:

. Develop and deploy Plugins, Custom Workflows, and Web Resources using C#, JavaScript, and TypeScript.

. Integrate external systems using Azure Functions, Service Bus, Logic Apps, or REST APIs.

. Develop Power Automate flows to support process automation and approvals.

. Collaborate with business teams to gather requirements and translate into functional solutions.

. Apply robust security models including Business Units, Security Roles, Field-Level Security, and Access Teams.

. Enable Copilot and AI capabilities to support agent productivity and customer insights.

. Use Git/Azure DevOps for version control, branching strategy, and source code management.

. Should implement Unit Tests for plugins, web resource, function apps using frameworks like FakeXrmEasy or MSTest.

Qualifications

Educational qualification:

B.E/B.Tech

Experience :

1- 2 Years

Mandatory/requires Skills :
CRM, DevOps

Preferred Skills :