Description

What You'll Do:

• Configure, customize, and extend Dynamics 365 Customer Service and Contact Center components.
• Design and implement queue management, routing rules, case management workflows, and customer service processes.
• Develop backend services and integrations using .NET Core and C#.
• Build REST APIs and integration services connecting Dynamics 365 with enterprise applications, AWS services, telephony systems, and third-party platforms.
• Design and implement scalable data movement pipelines between Dynamics 365 and enterprise ecosystems.
• Support Microsoft Copilot integration and AI-powered agent assistance capabilities.
• Contribute to email migration initiatives and communication channel modernization projects.
• Develop call transcript processing solutions including conversation summarization and CRM updates.
• Build workflow automation and orchestration solutions using Power Platform technologies.
• Support intelligent routing, customer triage logic, and service optimization initiatives.
• Troubleshoot and resolve application, integration, and performance-related issues.
• Participate in technical design discussions, architecture reviews, and solution planning activities.
• Maintain system reliability, security, and scalability across production environments.
• Collaborate with Tech Leads, Architects, Product Teams, and global delivery teams to ensure successful project execution.
• Contribute to CI/CD implementation, automated deployments, and DevOps practices.
• Prepare technical documentation, deployment procedures, and support knowledge repositories.

Expertise You'll Bring:

• 6 to 14 years of experience in Microsoft Dynamics 365 development and enterprise application integration.
• Strong experience with Dynamics 365 Customer Service configuration, customization, and extension.
• Hands-on expertise in .NET Core, C#, and backend application development.
• Proven experience building and consuming REST APIs and enterprise integrations.
• Strong understanding of Dynamics 365 Contact Center architecture and customer engagement solutions.
• Experience integrating Dynamics 365 with external enterprise applications, cloud services, and telephony platforms.
• Knowledge of Power Automate and workflow automation solutions.
• Experience working with large datasets, data migration, and enterprise data integration projects.
• Familiarity with Microsoft Copilot, AI-powered workflows, and agent-assist solutions.
• Understanding of telephony concepts including IVR, call routing, call flows, and contact center operations.
• Experience with Dynamics 365 UI customization and business process configuration.
• Knowledge of CI/CD pipelines, Git repositories, and DevOps best practices.
• Strong troubleshooting, debugging, and root cause analysis skills.
• Experience working in Agile and Scrum development environments.
• Excellent communication, stakeholder management, and collaboration skills.
• Ability to work independently and lead technical initiatives across multiple teams

Key Skills

Education

Any Graduate