Job requisition ID :: 109041

Date: Jul 20, 2026

Location: Delhi

Designation: Consultant

Entity: Deloitte Touche Tohmatsu India LLP

Job Description: Dynamics 365 Contact Center Developer

The Team

Customer is about much more than just the numbers. It’s about attesting to accomplishments and challenges and helping to assure robust foundations for future aspirations. Deloitte exemplifies the what, how, and why of change so you’re always ready to act ahead. Learn more about Customer

Job Summary

We are seeking a skilled and proactive Senior Developer – Dynamics 365 Contact Center to design, build, and enhance modern, AI-enabled customer engagement platforms & support the AMS activity. This role focuses on leveraging Microsoft Dynamics 365 Customer Service, Power Platform, Azure Communication Services, and Copilot Studio to deliver seamless, intelligent contact center experiences. The ideal candidate will bring strong hands-on development expertise in Dynamics 365 and the Power Platform, with experience in integrating CTI platforms and AI-driven capabilities.





Key Responsibilities
- Develop and customize solutions within Dynamics 365 Customer Service Workspace and Omnichannel for Customer Service, including case management, contact workflows, and agent UI enhancements.
- Configure and extend Copilot Studio to enable AI-driven agent assist, case summarization, and conversational automation.
- Implement and configure Channel Integration Framework (CIF) v2.0 to embed third-party CTI widgets (e.g., Genesys Cloud CX, NICE, Avaya).
- Build and integrate Azure Communication Services (ACS) for voice, video, chat, and SMS capabilities.
- Experience in using LLMs/Generative AI models for agent assist features
- Design and manage Dataverse data models to support cases, contacts, and interaction data.
- Develop custom apps using Power Apps and automate workflows with Power Automate to improve agent and supervisor efficiency.
- Ensure secure access and compliance using Microso

📌 T&T- Customer (Delhi)
🏢 Deloitte
📍 Delhi