Dynamics 365 CCaaS Developer — Job Description

Experience- 3–5 Years
Employment Type- Full time
Location- Delhi (Onsite)
About the Role
Today, complaint and service intake is fragmented: Facilities Management runs its call centre on plain telephony with no caller ID or history lookup, and all in-unit tenant work is tracked through messaging groups and spreadsheets rather than any system of record. We are hiring a Dynamics 365 CCaaS Developer to help close that gap — building the contact-centre, IVR, omnichannel and case-routing capability that sits behind Dynamics 365 Customer Service, so that a call, chat or WhatsApp message from a tenant, owner or vendor becomes a tracked case, routed to the right desk (Facilities, Leasing or Sales), the same way a preventive-maintenance job already flows automatically today.
Key Responsibilities
• Design, configure and build contact-centre solutions on Dynamics 365 Customer Service and Omnichannel for Customer Service, covering voice, chat and WhatsApp channels.
• Integrate the CCaaS/telephony platform with Dynamics 365 via CTI,



so inbound calls resolve caller identity and case history automatically instead of being keyed by hand.
• Design and build IVR flows and conversational bots (Copilot Studio / Power Virtual Agents) for common tenant, owner and vendor journeys — complaint logging, payment status, service-request tracking.
• Build case-routing and automation workflows (Power Automate, business rules) so an intake case lands with the right desk — Facilities Management, Leasing or Sales — without manual triage.
• Integrate CRM, IVR/CCaaS and backend systems via APIs and webhooks, including the facilities and leasing platforms already in use across the group.
• Configure and extend Dataverse entities, forms, views and business rules to support case management across verticals.
• Monitor call quality, system performance and case SLAs; build and maintain analytics dashboards to track contact-centre KPIs.
• Troubleshoot and resol

📌 Dynamics 365 CCaaS Developer (India)
🏢 Dynamics Monk Consulting Services
📍 India