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Role & responsibilities

1. Job Title : CE + Integration developer with Customer Service and CCaaS skill

Number of Positions : 10

Experience Level : 4-8 Years of exp.

Location- PAN India

Job Summary:

We are looking for a Microsoft Dynamics 365 Customer Engagement (CE) Developer focused on the CRM Workstream, with solid expertise in Customer Service module and experience integrating with CCaaS (Contact Center as a Service) platforms. The ideal candidate should have hands-on experience in implementing and customizing D365 CE solutions that enhance customer support operations and improve overall service efficiency.

Key Responsibilities:

- Design, develop, and customize D365 CE Customer Service solutions to meet business requirements.
- Implement and configure Omnichannel for Customer Service including case management, SLA tracking, knowledge base, and service scheduling.
- Integrate D365 CE with CCaaS platforms for enhanced contact center experiences.
- Develop custom components using C#, JavaScript, Plugins, Power Automate, and Power Apps.
- Build and support CTI integrations,



enabling screen pop-ups, call routing, and agent productivity tools inside D365 CE.
- Collaborate with solution architects, functional consultants, and business stakeholders in requirement gathering and technical delivery.
- Ensure high-quality documentation and adherence to development standards.
- Provide technical support and troubleshoot issues across CRM and CCaaS integrated environments.

Required Skills:

- Strong development experience in Microsoft Dynamics 365 CE focused on the Customer Service module.
- Deep understanding of CRM Workstream processes including case lifecycle, queues, SLAs, and knowledge management.
- Hands-on experience integrating D365 CE with CCaaS platforms (e.g., Genesys, Amazon Connect, Five9).
- Proficiency in custom development using C#, JavaScript, Plugins, Workflows, and Power Platform.
- Familiarity with Omnichannel capabilities, CTI integration, and Telephony APIs.
- Knowledge of Azure Logic Apps, Azure Functions, and REST APIs

Preferred candidate profile

📌 Microsoft Dynamics 365 Customer Engagement (CE)-Integration Developer (West Bengal)
🏢 Contactx Resource Management
📍 West Bengal