Dynamics 365 CCaaS Developer

Dynamics Monk Consulting Services; Delhi; On-site; INR 1,000,000 - 1,600,000; Full time

Job summary

Dynamics Monk Consulting Services in India (Delhi) seeks a Dynamics 365 CCaaS Developer with 3–5 years of hands-on experience to design and implement contact-centre solutions linked to Dynamics 365 Customer Service, enabling omnichannel channels like voice, chat, and WhatsApp. The role focuses on case tracking and routing to Facilities, Leasing or Sales desks.

You will integrate CCaaS with Dynamics via CTI, build IVR flows and bots, configure Dataverse, and develop automation workflows using

Qualifications

• 3–5 years of Dynamics 365 CE/CS configuration and customization.
• Experience delivering CCaaS/contact-centre solutions integrated with CRM.
• Experience integrating CRM with telephony, REST APIs and webhooks.
• Proficient with Power Platform including Power Automate, Apps and VA.
• Familiar with Dataverse data model, security roles, and case management.

Responsibilities

• Design and build contact-centre solutions on Dynamics 365 CS and Omnichannel.
• Integrate CCaaS/telephony with Dynamics 365 via CTI for auto identity/history.
• Develop IVR flows and bots using Copilot Studio / Power Virtual Agents.
• Create case-routing and automation workflows with Power Automate.
• Integrate CRM with external systems via APIs and webhooks.
• Configure Dataverse entities, forms, views, and rules.
• Monitor performance and build analytics dashboards for KPIs.
• Troubleshoot CRM, CCaaS and integration layers.
• Support UAT with stakeholders and translate requirements.
• Work in Agile sprints and own a workstream.

Skills

Dynamics 365 CE

CCaaS design

REST API integration

Power Platform

Dataverse

Azure Logic Apps

Agile delivery

English fluency

Tools

Power Automate

Power Apps

Power Virtual Agents

Copilot Studio

Dataverse

Azure Functions

Logic Apps

Job description

Dynamics 365 CCaaS Developer — Job Description

**Experience- 3–5 Years

**Employment Type- Full-Time

About the Role

Today, complaint and service intake is fragmented: Facilities Management runs its call centre on plain telephony with no caller ID or history lookup, and all in-unit tenant work is tracked through messaging groups and spreadsheets rather than any system of record. We are hiring a Dynamics 365 CCaaS Developer to help close that gap — building the contact-centre, IVR, omnichannel and case-routing capability that sits behind Dynamics 365 Customer Service, so that a call, chat or WhatsApp message from a tenant, owner or vendor becomes a tracked case, routed to the right desk (Facilities, Leasing or Sales), the same way a preventive-maintenance job already flows automatically today.

Key Responsibilities

• Design, configure and build contact-centre solutions on Dynamics 365 Customer Service and Omnichannel for Customer Service, covering voice, chat and WhatsApp channels.
• Integrate the CCaaS/telephony platform with Dynamics 365 via CTI, so inbound calls resolve caller identity and case history automatically instead of being keyed by hand.
• Design and build IVR flows and conversational bots (Copilot Studio / Power Virtual Agents) for common tenant, owner and vendor journeys — complaint logging, payment status, service-request tracking.
• Build case-routing and automation workflows (Power Automate, business rules) so an intake case lands with the right desk — Facilities Management, Leasing or Sales — without manual triage.
• Integrate CRM, IVR/CCaaS and backend systems via APIs and webhooks, including the facilities and leasing platforms already in use across the group.
• Configure and extend Dataverse entities, forms, views and business rules to support case management across verticals.
• Monitor call quality, system performance and case SLAs; build and maintain analytics dashboards to track contact-centre KPIs.
• Troubleshoot and resolve issues across the CRM, CCaaS and integration layers, including production incidents.
• Support UAT planning and execution with business stakeholders (Facilities, Leasing, Sales) and translate business requirements into functional, Dynamics-365-aligned solutions.
• Work within an Agile delivery model — sprint planning, reviews and retrospectives — alongside the wider Dynamics 365 programme team.

Required Skills & Experience

• 3–5 years of hands-on experience with Dynamics 365 Customer Engagement (CE) / Customer Service, including entity, form, view, workflow and business-rule configuration.
• Demonstrated experience designing and delivering CCaaS/contact-centre solutions — IVR flows, call routing, chatbots — integrated with a Dynamics 365 or comparable CRM.
• Practical experience integrating CRM with telephony/CCaaS platforms and external systems via REST APIs and webhooks.
• Working knowledge of Power Platform: Power Automate for workflow automation, Power Apps / Power Portal, and Copilot Studio or Power Virtual Agents for conversational AI.
• Comfortable working directly in Dataverse — data model, security roles, and case management configuration.
• Experience deploying and supporting cloud-based solutions, including basic monitoring, troubleshooting and performance tuning of contact-centre systems.
• Exposure to Azure services (Logic Apps, Azure Functions) for lightweight integration and automation work.
• Able to translate business requirements (from Facilities, Leasing or Sales stakeholders) into functional configuration without heavy hand-holding.
• Experience working in Agile delivery teams — sprint planning, reviews, retrospectives — and comfortable owning a workstream rather than just a ticket queue.
• Clear, confident communication in English, written and spoken, for direct client/stakeholder interaction.

Preferred / Nice-to-Have

• Microsoft certification MB-230 (Dynamics 365 Customer Service Functional Consultant) and/or PL-200 (Power Platform Functional Consultant).
• Prior experience with WhatsApp Business API or other messaging-channel integrations into a CRM or CCaaS platform.
• Experience in real estate, property/facilities management, or another asset-heavy service business with a field workforce.
• Exposure to Microsoft Dynamics 365 Copilot or other AI-driven customer-service automation features.
• Experience supporting a live, multi-department contact centre (not only greenfield builds).
• PL-200 (Power Platform Functional Consultant) preferred.