Dynamics 365 Developer

We are seeking an experienced Dynamics 365 Developer with deep expertise in Customer Service Workspace (CSW) with Contact Center and Customer Insights – Journeys (CI). The ideal candidate will design, develop, and implement scalable CRM solutions, ensuring seamless integration across systems and effective user experiences.

Roles and Responsibilities

• Configure and customize Customer Service Workspace (CSW) components, including:
  • Voice and Chat channel setup
  • Workstreams and Session Templates
  • Agent Scripts and Macros
• Design, implement, and manage Customer Insights (CI) – Journeys components, including:
  • Real-time marketing journeys and segmentation
  • Email templates and compliance profiles
  • Event management and integrations
• Develop and implement solutions leveraging Power Platform tools
• Collaborate closely with technical and business teams to deliver high-quality solutions
• Coordinate across multiple workstreams to ensure successful project outcomes
• Participate in solution design, testing, deployment, and post-go-live support

Required Qualifications

• Proven hands-on experience with Dynamics 365 Customer Service Workspace and Customer Insights – Journeys
• Strong understanding of CSW configuration, customization, and administration
• Experience with marketing journey design, segmentation, and automation in CI
• Proficiency with Power Platform (Power Automate, Power Apps, Power BI)
• Solid knowledge of integration strategies, data management, and compliance in CRM solutions
• Excellent communication, collaboration, and problem-solving skills

Preferred Qualifications

• Microsoft Dynamics 365 certifications (Customer Service, Customer Insights, or related)
• Experience in a contact center environment
• Strong analytical skills and experience with business process optimization

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