We are looking for an experienced Microsoft Dynamics 365 Customer Service and Sales professional with strong functional and technical (development) expertise. The candidate will be responsible for designing, implementing, customizing, and supporting Dynamics 365 Customer Service and Sales solutions, while leveraging Power Platform, Dataverse, and JavaScript. The role requires strong understanding of non-functional aspects such as performance, security, and scalability, along with exposure to Marketing module and system integrations. Experience in API and backend development is a strong advantage.
Key Responsibilities
Dynamics 365 Customer Service & Sales (Core)
- Design, configure, and implement Dynamics 365 Customer Service and Sales solutions including:
- Cases, Queues, SLAs, Entitlements, Knowledge Articles
- Customer Service Hub
- Leads, Opportunities, Accounts, Contacts, Activities, and Forecasting
- Customize forms, views, dashboards, business process flows, and commands
- Support end-to-end implementation, enhancements, upgrades, and production support
Functional & Technical Development
- Translate business requirements into scalable D365 solutions
- Perform custom development using:
- JavaScript (form scripting, validations, ribbon customization)
- Plugins, Workflows, Business Rules
- Power Automate flows
- Design and manage Dataverse:
- Tables, relationships, security roles, field-level security
- Address non-functional requirements such as performance, security, data integrity, and maintainability
Power Platform
- Build and customize Model-Driven Apps and Canvas Apps using Power Apps
- Develop automation using Power Automate
- Manage solutions, environments, and deployment pipelines
- Follow Power Platform governance and best practices
Cross-Module & Marketing Integration
- Working knowledge of Dynamics 365 Marketing:
- Customer journeys, segments, marketing forms, and email campaigns
- Understand and support data flow between:
- Customer Service, Sales, and Marketing modules
- Collaborate with business teams to ensure end-to-end CRM process alignment
Integrations & APIs (Good to Have)
- Design and implement integrations using:
- Dynamics 365 Web API / REST APIs
- Third-party system integrations
- Backend/API development experience (any of the following is a plus):
- Knowledge of authentication mechanisms (OAuth, Azure AD)
- Experience with Azure integration services (Functions, Logic Apps, Service Bus – preferred)