MS Dynamics 365 CE CRM - Customer Service

Position: CRM Developer

Location: Offshore India

Work Hours: 6:30 PM - 3:30 AM IST US EST Hours

Duration: 12+ months

Description of Duties

• Configure and develop the Microsoft CE CRM system based on the functional and technical tasks developed as part of an Agile Backlog process.
• Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.
• Work closely with and be a member of a team led as assigned by the client to implement solutions as defined.
• Support the Function Lead in the definition of functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, SAP, and payment gateways.
• Under the direction of the Microsoft CRM CE Sr Developer / Designer:
• Ensure the seamless integration, best in class performance, and efficient data flow across systems.
• Support the development of training programs for end-users to ensure effective use of Dynamics 365 CE solutions.
• Promote user adoption through effective change management and support.
• Provide ongoing support and optimization for Dynamics 365 CE solutions.
• Identify and implement improvements to enhance system functionality and user experience.
• Configure Dynamics 365 CE applications to meet specific business requirements.
• Configure Dynamics 365 Customer Service functionality including Channels, Workstreams, Unified Routing, etc. for Omnichannel features.
• Work with technical teams to ensure customizations and integrations are aligned with functional needs.
• Build and work with Continuous Integration and Continuous Delivery Pipelines and operate within Application Lifecycle Management best practices, Standards, and Software Development Lifecycle documentation.
• Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
• Lead and participate in project team activities for system work efforts related to enterprise systems.
• Work independently to accomplish the tasks and duties assigned.
• Adhere to and follow all Client standards, policies, and procedures.
• Utilize various software and/or technology tools to perform job duties.
• Perform tasks and other duties as related to this position and role and assigned by the client.
• Required Versus Preferred Qualifications:

Minimum Experience

• 5+ years’ experience in developing and configuring business applications within the MS Dynamics 365 CE CRM landscape.
• 3+ experience configuring Dynamics 365 Customer Service functionality including Omnichannel, Unified Routing, PCF, etc.
• 7+ years of .Net experience writing plug in code for Dynamics CE.
• 3+ years of REACT experience.
• 3+ years of Power Automate experience.
• 2+ years of PowerBI experience.

Desired Skillset

• Deep understanding of Dynamics 365 CE capabilities including Dynamics 365 Customer Service, including customization, configuration, and user management.
• Strong knowledge of Contact Center applications (e.g., Telephony & IVR based solutions), self-service web portals, and native mobile applications.
• Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering at least 2 Dynamics CE implementation projects for high volume contact centers.
• Requires hands on experience with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.
• Familiarity with Agile development methodologies.
• Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.

Soft Skills

• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to lead and collaborate with cross-functional teams.
• Detail-oriented with strong organizational and project management skills.
• Additional beneficial skills include:
• Enterprise Business Solutions, specifically SAP projects
• ITIL / ITSM practices and methodologies

Certifications / Education

This role should have the following certifications

• Dynamics 365 Fundamentals (MB-910).
• Microsoft Power Platform + Dynamics 365 Core (MB-200).
• Power Platform App Maker Associate (PL-100).
• Dynamics 365 Customer Service Functional Consultant Associate (MB-230).
• Power Platform Developer Associate (PL-400)

This role should be working towards the following certifications

• Power Platform Functional Consultant Associate (PL-200).
• Dynamics 365 + Power Platform Solution Architect Expert (PL-600).
• MS Dynamics Fast Track recognized architect.
• Microsoft Most Valuable Professional (MVP) recognized.