Dynamics 365 Developer with Marketing_L91

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 :