Job Description

Job Description

Job Summary

We are looking for an experiencedDynamics 365 Developerwith deep expertise inCustomer Service Workspace with Contact Center (CSW)andCustomer Insights - Journeys (CI)to design, develop, and implement scalable CRM solutions. This role requires hands-on experience in configuring and customizing CSW components such asVoice and Chat channel setup, Workstreams,Session templates,Agent Scripts and Macros, as well as CI components such asReal-time marketing journeys,Segments,Email Templates, Compliance profiles, Event Managementand in generalintegrations, 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:
- Developend-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 usingC#, JavaScript, and TypeScript.
- Implement features likeKnowledge Management, Smart Assist, SLA Management, and Unified Routing.
- Set upOmnichannelfor voice, chat, SMS, and social channels using Channel Integration Framework (CIF).
- ConfigureCase Management, Entitlements, Queues, and Routing rules.

Customer Insights - Journeys:
- Design, develop, and configure solutions using Dynamics 365 Customer Insights - Journeys, with a focus onreal-time marketing, event-driven triggers and customized customer journeys.
- Build and managesegmentsusingdemographic, behavioural, and transactional datato drive personalized customer interactions.
- ConfigureEmail and SMS Provider.
- Create and customizemarketing emails, SMS campaigns, push notifications, and event registrations.
- Imp

📌 Dynamics 365 Developer with Marketing_ (India)
🏢 Robert Bosch
📍 India