Oferta de socioJob Description
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
