CRM Developer

Project /Customer Name or Strategic Requirement *

CRM implementation

Job title: *

MSCRM_Developer_Marketing

Work Base Location: *

Bangalore

Level: *

Grade 2

Experience range: (Min to Max years) *

5 to 7 years

Start Date of the Position/Requirement *

Immediate

No. of Positions: *

2

Additional requirements ( Shift work, Language, Client)

Work Time: Sunday – Thursday (9.30 AM - 6.30 PM IST)

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.

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.

·        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

·        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.

Bachelor’s degree in engineering or MCA.

5 – 7 years of experience and minimum 3+ years of experience with Dynamics 365.