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.
- Implement and manageconsent and compliance settings, including subscription centres and compliance profiles.
- Configure and maintainmarketing forms, landing pages, and web behavioural trackingto support lead capture and engagement analytics.

General

- Develop and deployPlugins,Custom Workflows, andWeb ResourcesusingC#, JavaScript, and TypeScript.
- Integrate external systems usingAzure Functions, Service Bus, Logic Apps, or REST APIs.
- DevelopPower Automate flowsto support process automation and approvals.
- Collaborate with business teams to gather requirements and translate into functional solutions.
- Apply robustsecurity modelsincluding Business Units, Security Roles, Field-Level Security, and Access Teams.
- EnableCopilot and AI capabilitiesto support agent productivity and customer insights.
- UseGit/Azure DevOpsfor version control, branching strategy, and source code management.
- Should implementUnit Testsfor plugins, web resource, function apps using frameworks like FakeXrmEasy or MSTest.
- Developcustom command buttonsusing modern Command Designer and Ribbon Workbench (legacy).
- Should work on the tools Plugin Registration, Configuration Migration Tool,



Package Deployer - Debug and troubleshoot server-side and client-side issues usingPlugin Trace Logs,XrmToolBox,Browser Developer Tools. Added skills - Hands-on experience in Power Platform includingPower Apps and Power Pages.
- Build and deployPCF (PowerApps Component Framework)controls for custom UI components.
- Work onAzure DevOpsfor source control, build automation, and release pipelines.
- Solid knowledge onAzure Serviceslike Function App, Service bus, API Management, App Services, Key Vault.
- Experience on D365 Modules Sales and Field Service - Hand-on Experience onReact Frameworkfor developing web resource - Certifications on Microsoft Dynamics and Azure Process Skills - Ability to analyze business needs and design scalable, quality-driven CRM solutions.
- Experience working with Agile and DevOps methodologies, including backlog grooming and sprint reviews.
- Proficient in using Azure DevOps for work tracking, automated deployments, and CI/CD pipelines.
- Able to follow structured processes for documentation, quality checks, and change management.
- Comfortable in delivering work that aligns with enterprise-grade security and compliance standards. Qualification - Bachelor's degree in engineering or MCA.
- 5 - 8 years of experience and minimum 3+ years of experience with Dynamics 365.

Qualifications Educational qualification: Bachelor's degree in engineering or MCA.

Experience : 5 - 8 years of experience and minimum 3+ years of experience with Dynamics 365 with Marketing. Mandatory/requires Skills :

End-to-end implementation and configuration of Dynamics 365 Customer Service Workspace , C#, JavaScript, and TypeScript.

Preferred Skills

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