Dynamics 365 Developer with Marketing_L91

Job Summary

We are looking for an experienced Dynamics 365 Developer with deep expertise in Customer Service Workspace with Contact Center (CSW) and Customer Insights – Journeys (CI) to design, develop, and implement scalable CRM solutions. This role requires hands-on experience in configuring and customizing CSW components such as Voice and Chat channel setup, Workstreams, Session templates, Agent Scripts and Macros, as well as CI components such as Real-time marketing journeys, Segments, Email Templates, Compliance profiles, Event Management and in general integrations, 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:

• 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#, JavaScript, and TypeScript. 

• 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#, JavaScript, and TypeScript.

• 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 DevOps for version control, branching strategy, and source code management.

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

• Develop custom command buttons using 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 using Plugin Trace Logs, XrmToolBox, Browser Developer Tools.

Added skills

• Hands-on experience in Power Platform including Power Apps and Power Pages.

• Build and deploy PCF (PowerApps Component Framework) controls for custom UI components.

• Work on Azure DevOps for source control, build automation, and release pipelines.

• Strong knowledge on Azure Services like Function App, Service bus, API Management, App Services, Key Vault.

• Experience on D365 Modules Sales and Field Service

• Hand-on Experience on React Framework for 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.