Job title: *
MS CRM Technical Consultant
Work Base Location: *
Hyderabad
Associates Level expected : *
Grade 2
Experience range: (Min to Max years) *
5-7 years
No. of Positions: *
1
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 Responsibilities:
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, TypeScript 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#, 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.
• Should work on the tools Plugin Registration, Configuration Migration Tool, Package Deployer
• Work collaboratively with business analysts, architects, and functional consultants in delivering technical solutions.
• Drive solution design sessions and technical workshops for Field Service features.
• Ensure alignment with best practices for D365 CE and the Power Platform.
• Provide leadership during go-live phases and support transition to post-production environments.
• Own the DevOps practices for solution management, branching strategies, and CI/CD pipelines.
• Lead task allocation and provide technical oversight to ensure timely and quality delivery across the development team
• Conduct code reviews and enforce coding standards to maintain high-quality, maintainable, and scalable solutions.
• Create and maintain technical documentation, ensuring smooth knowledge transfer and support readiness
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.
Additional Information:
Qualifications
Bachelor’s degree in engineering or MCA. 7 years of experience and minimum 5+ years of experience with Dynamics 365.
