Role Overview:
Client is establishing a core Product team for its Microsoft Dynamics 365 CRM CCaaS (Contact Centre as a Service) platform. The Platform Engineer will play a critical role in transitioning from the current implementation phase—led by Microsoft —and pick up on the Backlog items post MS exit. This role ensures seamless knowledge capture, product readiness, and continued transformation of the Dynamics 365 CRM Contact Centre solution and its integrations across Azure, AWS, and the Power Platform.

Key Responsibilities
Collaborate closely with Microsoft and HCL teams during the design and configuration phase to ensure effective knowledge transfer and documentation for Backlog Items
Develop Power Platform components, including Power Apps, Power Automate, and the Power Platform Admin Centre.
Perform D365 CRM customisations—PCF controls, plugins, web resources, and JavaScript—to maintain and extend functionality.
Develop and handover MS Dynamics 365 CRM custom APIs to support integration and automation needs.




Develop and enhance chatbot solutions built using Microsoft Copilot Studio.
Develop and enhance voice channel configuration using Azure communication services and Event grid
Manage Azure components related to CCaaS, such as Azure Communication Services and Azure Event Grid configurations.
Develop and enhance integrations between MS Dynamics 365 CRM, Azure services, and the broader AWS ecosystem.

Competencies
Ownership and Delivery. Has a clear focus to deliver results, working to targets, reviewing progress and adapting their plans accordingly, motivating themselves/the team to achieve.
Building relationships. Have good working relationships with business stakeholders and users, wider IT function and third party suppliers
Business Performance. Understands business and external environment, is cost conscious and understands the longer term perspective and implications of decisions
Innovation and Change. Is open to recent ways of doing things and questions e

📌 CRM Ccaas (India)
🏢 PeoplePilot
📍 India