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

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

Number of Positions: 02Location: 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 customerengagement workflows. Configure Omnichannel features such as chat, voice, case routing, SLAs, and knowledgebase. Integrate D365 CE with CCaaS platforms for seamless contact center operations. Develop and implement Copilot Studio bots integrated with D365 CE for customer andagent assistance. Build custom components using C#, JavaScript, Plugins, Power Automate, and PowerApps. Enable CTI integrations, screen pops, call handling, and agent productivity tools. Collaborate with cross-functional teams for requirements, solution design, andimplementation. 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 omnichannelprocesses. 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.Skills: sla tracking,user roles,crm concepts,case lifecycle,nice cxone,power platform tools,power automate,crm,javascript,knowledge base,customer service module,service scheduling,bug fixing,views,d365 ce,case management,genesys cloud,queues,power platform,d365 customer service,dashboards,standard development practices,deployment processes,power apps,power automate flows,customer service hub,custom workflows,amazon connect,omnichannel for customer service in d365,five9,copilot,microsoft dynamics 365 ce,uat support,slas,crm workstream,solution management,contact center,c#,prepare and maintain technical documentation,model-driven apps,business rules