Job Summary
We are looking for an experienced Dynamics 365 Developer with deep expertise in Customer Service Workspace with Contact Center (CSW) and Customer Insights – Journeys (CI) to design, develop, and implement scalable CRM solutions. This role requires hands-on experience in configuring and customizing CSW components such as Voice and Chat channel setup, Workstreams, Session templates, Agent Scripts and Macros, as well as CI components such as Real-time marketing journeys, Segments, Email Templates, Compliance profiles, Event Management and in general integrations, 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:
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, and TypeScript.
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.
Develop custom command buttons using 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 using Plugin Trace Logs, XrmToolBox, Browser Developer Tools.
Added skills
Hands-on experience in Power Platform including Power Apps and Power Pages.
Build and deploy PCF (PowerApps Component Framework) controls for custom UI components.
Work on Azure DevOps for source control, build automation, and release pipelines.
Strong knowledge on Azure Services like Function App, Service bus, API Management, App Services, Key Vault.
Experience on D365 Modules Sales and Field Service
Hand-on Experience on React Framework for 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.
4 – 6 years of experience and minimum 3+ years of experience with Dynamics 365.