Description of Duties

- Configure and develop the CLIENT’S’s Microsoft CE CRM system based on the

functional and technical tasks developed as part of an Agile Backlog process.

- Collaborate with technical leads, project managers, and other stakeholders to

ensure successful project delivery.

- Work closely with and be a member of a team led as assigned by the CLIENT’S to

implement solutions as defined.

- Support the Function Lead in the definition of functional requirements for integrating

Dynamics 365 CE with Contact Center applications, self-service portals, SAP, and payment gateways.

- Under the direction of the Microsoft CRM CE Sr Developer / Designer:

- Ensure the seamless integration, best in class performance, and efficient data

flow across systems.

- Support the development of training programs for end-users to ensure effective

use of Dynamics 365 CE solutions.

- Promote user adoption through effective change management and support.

- Provide ongoing support and optimization for Dynamics 365 CE solutions.

- Identify and implement improvements to enhance system functionality and user

experience.

- Configure Dynamics 365 CE applications to meet specific business

requirements.

- Configure Dynamics 365 Customer Service functionality including Channels,

Workstreams, Unified Routing, etc. for Omnichannel features.

- Work with technical teams to ensure customizations and integrations are aligned

with functional needs.

- Build and work with Continuous Integration and Continuous Delivery Pipelines

and operate within Application Lifecycle Management best practices, CLIENT’S

Standards, and CLIENT’S Software Development Lifecycle documentation.

MS Dynamics CRM Pool





- Develop and maintain a productive working relationship with technology staff,

business owners, project sponsors, vendors, and key clients.

- Lead and participate in project team activities for system work efforts related to

enterprise systems.

- Work independently to accomplish the tasks and duties assigned.

- Adhere to and follow all CLIENT’S standards, policies, and procedures.

- Utilize various software and/or technology tools to perform job duties.

- Perform tasks and other duties as related to this position and role and assigned by

the CLIENT’S.

Minimum Experience

- 5+ years’ experience in developing and configuring business applications within the

MS Dynamics 365 CE CRM landscape.

- 3+ experience configuring Dynamics 365 Customer Service functionality including

Omnichannel, Unified Routing, PCF, etc.

- 7+ years of .Net experience writing plug in code for Dynamics CE.

- 3+ years of REACT experience.

- 3+ years of Power Automate experience.

- 2+ years of PowerBI experience.

Desired Skillset

- Deep understanding of Dynamics 365 CE capabilities including Dynamics 365

Customer Service, including customization, configuration, and user management.

- Strong knowledge of Contact Center applications (e.g., Telephony & IVR based

solutions), self-service web portals, and native mobile applications.





- Requires advanced knowledge of Dynamics 365 CE functionalities and a proven

track record of successfully delivering at least 2 Dynamics CE implementation projects for high volume contact centers.

- Requires hands on experience with integrating Dynamics 365 CE with back-office

systems (e.g., ERP) and payment gateways.

- Familiarity with Agile development methodologies.

MS Dynamics CRM Pool

- Proficient in the Microsoft Office 365 suite of business software including Teams,

Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.

- Soft Skills:

- Excellent analytical and problem-solving skills.

- Strong communication and interpersonal skills.

- Ability to lead and collaborate with cross-functional teams.

- Detail-oriented with robust organizational and project management skills.

- Additional beneficial skills include:

- Enterprise Business Solutions, specifically SAP projects

- ITIL / ITSM practices and methodologies

Certifications / Education

- This role should have the following certifications:

- Dynamics 365 Fundamentals (MB-910).

- Microsoft Power Platform + Dynamics 365 Core (MB-200).

- Power Platform App Maker Associate (PL-100).

- Dynamics 365 Customer Service Functional Consultant Associate (MB-230).

- Power Platform Developer Associate (PL-400)

- This role should be working towards the following certifications:

- Power Platform Functional Consultant Associate (PL-200).

- Dynamics 365 + Power Platform Solution Architect Expert (PL-600).

- MS Dynamics Fast Track recognized architect.

- Microsoft Most Valuable Professional (MVP) recognized.

Skills: project,crm,dynamics

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