MS Dynamics 365 CE CRM - Customer Service

Ekfrazo Technologies Private Limited; Bengaluru; On-site; INR 2,000,000 - 3,200,000; Full time

Job summary

Ekfrazo Technologies Private Limited in Bengaluru is seeking a seasoned Microsoft Dynamics 365 CE engineer to configure, customize, and integrate the CRM with Contact Center, SAP, and payment gateways within an Agile backlog.

You will collaborate with technical leads, project managers, and stakeholders to deliver high-volume enterprise solutions, drive change management, train end users, and ensure seamless data flow across systems over a 12+ month engagement.

Qualifications

• 5+ years in developing and configuring business apps within the MS Dynamics 365 CE CRM landscape.

Responsibilities

• Configure and develop the Microsoft CE CRM system based on Agile backlog tasks.
• Collaborate with technical leads, PMs, and stakeholders to ensure successful project delivery.
• Support integration of Dynamics 365 CE with Contact Center apps, self-service portals, SAP, and payment gateways.
• Lead and participate in project team activities for enterprise systems work.

Skills

Dynamics 365 CE capabilities

Change management

Strong communication

Agile

Cross-functional collaboration

Education

MB-910 Dynamics 365 Fundamentals

MB-200 Dynamics 365 Core

MB-230 Dynamics 365 Customer Service Functional Consultant

PL-200 Power Platform Functional Consultant

Tools

React

Power Automate

Power BI

.NET

Dynamics 365 CE

Job description

Work Hours: 6:30 PM - 3:30 AM IST US EST Hours

Duration: 12+ months

Description of Duties:

• Configure and develop the Microsoft CE CRM system based on the functional and technical tasks developed as part of an Agile Backlog process.
• Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.
• Work closely with and be a member of a team led as assigned by the client to implement solutions as defined.
• Support the Function Lead in the definition of functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, SAP, and payment gateways.
• Under the direction of the Microsoft CRM CE Sr Developer / Designer:
• Ensure the seamless integration, best in class performance, and efficient data flow across systems.
• Support the development of training programs for end-users to ensure effective use of Dynamics 365 CE solutions.
• Promote user adoption through effective change management and support.
• Provide ongoing support and optimization for Dynamics 365 CE solutions.
• Identify and implement improvements to enhance system functionality and user experience.
• Configure Dynamics 365 CE applications to meet specific business requirements.
• Configure Dynamics 365 Customer Service functionality including Channels, Workstreams, Unified Routing, etc. for Omnichannel features.
• Work with technical teams to ensure customizations and integrations are aligned with functional needs.
• Build and work with Continuous Integration and Continuous Delivery Pipelines and operate within Application Lifecycle Management best practices, Standards, and Software Development Lifecycle documentation.
• Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
• Lead and participate in project team activities for system work efforts related to enterprise systems.
• Work independently to accomplish the tasks and duties assigned.
• Adhere to and follow all Client standards, policies, and procedures.
• Utilize various software and/or technology tools to perform job duties.
• Perform tasks and other duties as related to this position and role and assigned by the client.

1. Required Versus Preferred Qualifications:

• 5+ years’ experience in developing and configuring business applications within the MS Dynamics 365 CE CRM landscape.
• 3+ experience configuring Dynamics 365 Customer Service functionality including Omnichannel, Unified Routing, PCF, etc.
• 7+ years of .Net experience writing plug in code for Dynamics CE.
• 3+ years of REACT experience.
• 3+ years of Power Automate experience.
• 2+ years of PowerBI experience.

Desired Skillset

• Deep understanding of Dynamics 365 CE capabilities including Dynamics 365 Customer Service, including customization, configuration, and user management.
• Strong knowledge of Contact Center applications (e.g., Telephony & IVR based solutions), self-service web portals, and native mobile applications.
• Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering at least 2 Dynamics CE implementation projects for high volume contact centers.
• Requires hands on experience with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.
• Familiarity with Agile development methodologies.
• Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.

Soft Skills:

• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to lead and collaborate with cross-functional teams.
• Detail-oriented with strong organizational and project management skills.
• Additional beneficial skills include:
• Enterprise Business Solutions, specifically SAP projects
• ITIL / ITSM practices and methodologies

Certifications / Education

This role should have the following certifications:

• Dynamics 365 Fundamentals (MB-910).
• Microsoft Power Platform + Dynamics 365 Core (MB-200).
• Dynamics 365 Customer Service Functional Consultant Associate (MB-230).

This role should be working towards the following certifications:

• Power Platform Functional Consultant Associate (PL-200).
• MS Dynamics Fast Track recognized architect.
• Microsoft Most Valuable Professional (MVP) recognized.