D365 CRM CE Integration Developer – Cust Service & CCaaS (Azure Integrations)

D365 CRM CE Integration Developer – Customer Service & CCaaS (Azure Integrations)

Number of Positions: 01Location: 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 businessrequirements. Implement and configure Omnichannel for Customer Service, including casemanagement, 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 productivitywithin D365 CE. Build custom solutions using C#, JavaScript, Plugins, Power Automate, and Power Apps. Develop and manage integrations using Azure Logic Apps, Azure Functions, RESTAPIs, and Azure services. Collaborate with architects, functional consultants, and stakeholders during design anddelivery. 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 (CustomerService). 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.Skills: omnichannel for customer service in d365,slas,queues,microsoft dynamics 365 ce,case lifecycle,sla tracking,prepare and maintain technical documentation,power automate flows,five9,user roles,views,customer service hub,power platform tools,d365 ce,contact center,c#,power platform,crm,custom workflows,solution management,javascript,case management,dashboards,customer service module,power apps,business rules,bug fixing,service scheduling,amazon connect,crm workstream,d365 customer service,uat support,deployment processes,crm concepts,nice cxone,model-driven apps,genesys cloud,knowledge base,standard development practices,power automate