ERP Advisor

NTT DATA, Inc.; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading IT services provider in Bengaluru is seeking an experienced ERP Advisor to manage complex delivery in the Customer Service area using Dynamics 365. The ideal candidate has over 10 years of experience in customer service and omnichannel delivery, demonstrating strong leadership capabilities. Responsibilities include delivering features, integration with enterprise systems, and governance of ALM/CI-CD processes. This role also involves mentoring engineers and collaborating across teams.

Qualifications

• 10+ years building on Dynamics 365/Dataverse, with deep Customer Service & Omnichannel delivery.
• Proven integrations with Azure services and enterprise identity.
• Hands-on ALM/CI-CD for D365 solutions.

Responsibilities

• Deliver end-to-end features in Customer Service including Case/Queue/Routing.
• Integrate with enterprise systems ensuring secure, scalable contracts.
• Drive performance, telemetry, and supportability for the solutions.

Skills

Dynamics 365/Dataverse

.NET/C#

Azure Functions

CI/CD

Customer Service

Omnichannel delivery

Integration with Azure services

Application Insights

Job description

Role

ERP Advisor – Bangalore, Karnataka, India

Own complex delivery on the Customer Service stack in Dynamics 365. Lead design and hands‑on implementation of extensible features, integrations, and automations; enforce ALM/CI‑CD and best practices across multiple environments and teams.

Responsibilities

• Deliver end-to-end features in Customer Service: Case/Queue/Routing, Omnichannel for Customer Service (voice/chat/digital), Customer Service Workspace, Knowledge, SLAs/Entitlements, Timeline/Activities, Email/Templates, Macros & Agent Scripts.
• Integrate with enterprise systems (Azure Functions/Service Bus/Logic Apps, API Mgmt, CTI via Channel Integration Framework); ensure secure, scalable contracts and error handling.
• Set up and govern solution layering (managed/unmanaged), ALM, and CI/CD (Azure DevOps/GitHub) across Non-Prod → Prod; implement automated tests and quality gates.
• Drive performance, telemetry, and supportability (Application Insights, diagnostics), and data/security model (roles, teams, field-level security, auditing).
• Champion Copilot and AI features (summarization, suggested replies, case classification) and responsible‑AI usage.
• Mentor engineers, review PRs, create technical specs/decision records, and collaborate with Product, Architecture, and Support.

Requirements

• 10+ years building on Dynamics 365/Dataverse, with deep Customer Service & Omnichannel delivery; strong .NET/C#.
• Proven integrations with Azure services (Functions, Service Bus/Events, Logic Apps), CIF/CTI, and enterprise identity.
• Hands‑on ALM/CI‑CD for D365 solutions (solution pack/unpack, environment strategy, automated deployments, test automation).
• Strong stakeholder leadership, troubleshooting at scale, and documentation.

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