D365 CRM CE Integration Developer – Customer Service, CCaaS

22 hours ago

Bengaluru, Karnataka, India Varsal-Terra Technology Full time

D365 CRM CE Integration Developer – Customer Service & CCaaS & Copilot Studio

Number of Positions: 02
Location: Bangalore, Hyderabad, Chennai, Pune, Mumbai, Delhi/NCR (work from office)
Notice Period: Immediate to 30 days
Job Summary
We are looking for a Microsoft Dynamics 365 CE Developer with strong expertise in Customer Service, CCaaS integrations, and Copilot Studio to build intelligent, AI-driven customer engagement solutions. The role focuses on enhancing customer support operations through CRM customization, contact center integration, and conversational AI capabilities.

Key Responsibilities
 Design and customize D365 CE Customer Service solutions to support customer
engagement workflows.
 Configure Omnichannel features such as chat, voice, case routing, SLAs, and knowledge
base.
 Integrate D365 CE with CCaaS platforms for seamless contact center operations.
 Develop and implement Copilot Studio bots integrated with D365 CE for customer and
agent assistance.
 Build custom components using C#, JavaScript, Plugins, Power Automate, and Power
Apps.
 Enable CTI integrations, screen pops, call handling, and agent productivity tools.
 Collaborate with cross-functional teams for requirements, solution design, and
implementation.
 Ensure high-quality documentation, testing, and deployment practices.
 Provide ongoing support and optimization for CRM, CCaaS, and AI-driven solutions.
Required Skills
 Strong experience in Microsoft Dynamics 365 CE Customer Service module.
 Solid understanding of CRM case management, SLAs, queues, and omnichannel
processes.
 Hands-on experience integrating CCaaS platforms with D365 CE.
 Experience with Copilot Studio, conversational AI, and Power Platform.
 Proficiency in C#, JavaScript, Plugins, Workflows, and Power Automate.
 Knowledge of Omnichannel, CTI, and telephony APIs.

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