D365 CRM CE Integration Developer – Cust Service

22 hours ago

Bengaluru, Karnataka, India Varsal-Terra Technology Full time

D365 CRM CE Integration Developer – Customer Service & CCaaS (Azure Integrations)
Number of Positions: 01
Location: Bangalore, Hyderabad, Chennai, Pune, Mumbai, Delhi/NCR (work from office)
Notice Period: Immediate to 30 days
Job Summary
We are seeking a Microsoft Dynamics 365 Customer Engagement (CE) Integration Developer with strong expertise in the Customer Service module, CCaaS integrations, and Azure-based integrations. The candidate will be responsible for designing, developing, and integrating scalable CRM solutions that enhance customer service operations and contact center efficiency.
Key Responsibilities
 Design, develop, and customize D365 CE Customer Service solutions based on business
requirements.
 Implement and configure Omnichannel for Customer Service, including case
management, SLAs, queues, and knowledge base.
 Integrate D365 CE with CCaaS platforms (Genesys, Amazon Connect, Five9, etc.).
 Develop CTI integrations enabling screen pops, call routing, and agent productivity
within D365 CE.
 Build custom solutions using C#, JavaScript, Plugins, Power Automate, and Power Apps.
 Develop and manage integrations using Azure Logic Apps, Azure Functions, REST
APIs, and Azure services.
 Collaborate with architects, functional consultants, and stakeholders during design and
delivery.
 Ensure code quality, documentation, and adherence to best practices.
 Troubleshoot and provide technical support across CRM and CCaaS environments.
Required Skills
 Strong hands-on development experience in Microsoft Dynamics 365 CE (Customer
Service).
 In-depth knowledge of CRM workstream processes (case lifecycle, SLAs, queues, KB).
 Proven experience with CCaaS and CTI integrations.
 Strong skills in C#, JavaScript, Plugins, Workflows, and Power Platform.
 Experience with Omnichannel for Customer Service and telephony APIs.
 Good understanding of Azure integrations and middleware patterns.

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