D365 CCaaS Technical Architect

Tata Consultancy Services; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Tata Consultancy Services invites applications for the role of Microsoft D365 CCaaS Technical Architect. Location is Pan India, with 5–12 years of experience in Microsoft Dynamics 365 CRM and CCaaS architectures. You will drive design, development, and integration across Azure, AWS, and the Power Platform.

The role emphasizes knowledge transfer, backlog item handling, and delivering robust CRM solutions with modern integrations and chatbot capabilities.

Qualifications

• Strong experience with Microsoft Dynamics 365 CRM (Customer Service / Contact Centre) solutions.
• Proven development experience in D365 CRM (PCF, plugins, web resources, JavaScript).
• Working knowledge of Custom API design and integration best practices.
• Hands-on experience with Power Platform (Power Apps, Power Automate, Power Platform Admin Centre).
• Experience in Copilot Studio chatbot design.

Responsibilities

• Collaborate with Microsoft and HCL during design and documentation for backlog items.
• Develop Power Platform components (Power Apps, Power Automate, Admin Centre).
• Develop D365 CRM customisations (PCF controls, plugins, web resources, JavaScript).
• Develop and handover MS Dynamics 365 CRM custom APIs for integration and automation.
• Develop and enhance chatbot solutions using Copilot Studio.
• Manage Azure components for CCaaS (Azure Communication Services, Event Grid).
• Develop and enhance integrations between MS Dynamics 365 CRM, Azure, and AWS.

Skills

D365 CRM Development

PCF Controls

Plugins & JavaScript

Custom APIs

Power Platform

Copilot Studio Chatbots

Azure CCaaS

Azure & AWS Integration

ITIL / Service Mgmt

Hybrid Cloud Know-How

Tools

Power Apps

Power Automate

Power Platform Admin Centre

Job description

TCS Inviting Applications for The

Role: Microsoft D365 CCaaS Technical Architect

Exp:5-12yrs

Location: Pan India

Microsoft Dynamics 365 CRM CCaaS (Contact Centre as a Service) platform. The Platform Engineer will play a critical role in transitioning from the current implementation phaseled by Microsoft and pick up on the Backlog items post MS exit. This role ensures seamless knowledge capture, product readiness, and continued transformation of the Dynamics 365 CRM Contact Centre solution and its integrations across Azure, AWS, and the Power Platform.

RESPONSIBILITIES:

• Collaborate closely with Microsoft and HCL teams during the design and configuration phase to ensure effective knowledge transfer and documentation for Backlog Items
• Develop Power Platform components, including Power Apps, Power Automate, and the Power Platform Admin Centre.
• Perform D365 CRM customisationsPCF controls, plugins, web resources, and JavaScriptto maintain and extend functionality.
• Develop and handover MS Dynamics 365 CRM custom APIs to support integration and automation needs.
• Develop and enhance chatbot solutions built using Microsoft Copilot Studio.
• Develop and enhance voice channel configuration using Azure communication services and Event grid
• Manage Azure components related to CCaaS, such as Azure Communication Services and Azure Event Grid configurations.
• Develop and enhance integrations between MS Dynamics 365 CRM, Azure services, and the broader AWS ecosystem.

KEY SKILLS and EXPERIENCE REQUIRED

• Strong experience developing and configuring Microsoft Dynamics 365 CRM (Customer Service / Contact Centre) solutions.
• Proven development experience in MS Dynamics 365 CRM (PCF, plugins, web resources, JavaScript).
• Working knowledge of Custom API design and integration best practices.
• Hands-on experience with Power Platform (Power Apps, Power Automate, Power Platform Admin Centre).
• Experience in Copilot Studio chatbot designing
• Understanding of Azure services relevant to CCaaS (Azure communication Services, Event Grid).
• Excellent problem-solving, stakeholder management, and documentation skills.
• Experience or awareness in hybrid cloud integrations (Azure and AWS)
• Understanding of ITIL or similar service management frameworks
• Good to have knowledge on AWS architecture and integration patterns.