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For Employers

Senior Associate

PwC Service Delivery Center

4 - 8 years

4 - 8 Lacs

hyderabad

Posted:1 day ago| Platform:

Apply

Skills Required

sap data management project management analytical social media consulting customer service customer engagement operations analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities

Customize and configure Microsoft Dynamics 365 CE to meet business requirements.

Collaborate with stakeholders to gather and analyze business requirements related to Contact Center and CRM. Implementation experience with contact center as a service ( CCaaS ) solution and use Dynamics 365 Customer Service for customer relationship management (CRM).

Develop and maintain integrations with thirdparty Contact Center platforms (e.g., Genesys, Five9, Amazon Connect, Twilio).

Design, configure, and deploy Microsoft Dynamics 365 CRM (Customer Engagement), particularly the Omnichannel for Customer Service module .

Implement and integrate omnichannel capabilities including live chat, voice, SMS, WhatsApp, social media, and email support.

Develop custom plugins, workflows, business process flows, and integrations using C#, JavaScript, and Power Platform tools.

Develop and maintain Canvas Apps that connect to Dataverse , Dynamics 365 , and other data sources to support business processes.

Integrate Power Platform components (Power Automate, Power Apps, Power BI) for endtoend business workflows.

Work with stakeholders to gather and analyze business requirements and translate them into technical solutions.

Design and implement integration solutions between Dynamics CRM and external systems using Azure Integration Services.

Maintain code quality and adhere to best practices, including version control (e.g., Azure DevOps, Git).

Create technical documentation, including architecture diagrams, code documentation, and release notes.

Mandatory skill sets Dynamics 365 CRM Technical CCAS

Preferred skill sets .NET/C# , JavaScript , Web APIs (REST/OData) , and JSON/XML

Years of experience required 4 to 8Years

Education Qualification BE/BTech

Education

Degrees/Field of Study required Bachelor of Engineering

Degrees/Field of Study preferred

Required Skills

Microsoft Dynamics 365 Customer Relationship Management (CRM)

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