Job Description

Job Responsibilities

• Proficient with developing, deploying, customizing and integrating Dynamics 365 Customer Service
• Proficiency in designing, developing and implementing business processes, plugins and workflows
• Experience in designing and creating custom entities and relationships between those entities
• Experience in handling multiple business unit with data segregation and cross BU access/roles
• Strong hand on experience in developing Dynamics Self-service Portals and Custom portal integrating multiple Dynamics instance for Case creation, Case status update, Add Comment, Upload Screenshots and knowledge Management integrating SharePoint
• Experience of software development using Microsoft .Net, C#, JSON and jQuery
• Experience in Customer Service Hub, Unified Client Interface, Client API form context and Model-driven apps
• Strong hand on experience in Scheduled Reports, Custom SSRS reports with multiple data sources (external & internal)
• Experience in developing automations using Power Automate and Power Apps
• Experience in developing application which can be published to Azure
• Experience in handling huge volumes of case and email records
• Experience in using third party tools to configure, customize, monitor and troubleshoot the Dynamics application
• Experience in Agile/Scrum based process implementation using tools like Azure DevOps with pipeline automation for CI/CD
• Experience in designing and automating the survey forms using MS Forms Pro
• Dynamics 365 Customer Service Insights, AI Powered Dashboards, AI Predictive analytics and other AI-driven insights is a plus
• Hands-on experience in developing Power BI Dashboards & Reports is a plus
• Provide troubleshooting/technical support
• Actively participate in design and analysis sessions to ensure sound team decision-making
• Support system and user acceptance testing activities, including issue resolution
• Complete technical documentation to ensure system is fully documented
• Share best practices and lessons learnt from past implementation efforts

Required Skills

Experience in CRM Experience in Power App & Canvas App Proficient with developing, deploying, customizing and integrating Dynamics 365 Customer Service Proficiency in designing, developing and implementing business processes, plugins and workflows Experience in designing and creating custom entities and relationships between those entities Responsible for the overall delivery of customizations, integrations, power apps development and Azure services related to CRM projects Experience in Power Platform Environments, Power Platform License Experience in handling multiple business unit with data segregation and cross BU access/roles
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