Job Description

Customer Service Workspace & Contact Center:

• Develop end-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 using C#, Java Script, Type Script and react.

• Implement features like Knowledge Management, Smart Assist, SLA Management, and Unified Routing.

• Set up Omnichannel for voice, chat, SMS, and social channels using Channel Integration Framework (CIF).

• Configure Case Management, Entitlements, Queues, and Routing rules.

Customer Insights – Journeys:

• Design, develop, and configure solutions using Dynamics 365 Customer Insights – Journeys, with a focus on real-time marketing, event-driven triggers and customized customer journeys.

• Build and manage segments using demographic, behavioural, and transactional data to drive personalized customer interactions.

• Configure Email and SMS Provider.

• Create and customize marketing emails, SMS campaigns, push notifications, and event registrations.

• Implement and manage consent and compliance settings,



including subscription centres and compliance profiles.

• Configure and maintain marketing forms, landing pages, and web behavioural tracking to support lead capture and engagement analytics.

General:

• Develop and deploy Plugins, Custom Workflows, and Web Resources using C#, Java Script, and Type Script.

• Integrate external systems using Azure Functions, Service Bus, Logic Apps, or REST APIs.

• Develop Power Automate flows to support process automation and approvals.

• Collaborate with business teams to gather requirements and translate into functional solutions.

• Apply robust security models including Business Units, Security Roles, Field-Level Security, and Access Teams.

• Enable Copilot and AI capabilities to support agent productivity and customer insights.

• Use Git/Azure Dev Ops for version control, branching strategy, and source code management.

• Should implement Unit Tests for plugins, web resource, function apps using frameworks like Fake XrmEasy or MSTest.

Qualifications

Educational qualification:

B.E/B. Tech

Experience :

1- 2 Years

Mandatory/requires Skills :
CRM, Dev Ops

Preferred Skills :

📌 CRM Junior Engineer with Devops (India)
🏢 Bosch Group
📍 India