Customer Service Workspace & Contact Center:

•           Develop end-to-end implementation and configuration of Dynamics 365 Customer Service Workspace (Contact Center).

•           Configure Session Templates, App Tabs, and Agent Scripts for guided agent experiences.

•           Develop and deploy Plugins, Custom Workflows, and Web Resources using C#, JavaScript, TypeScript and react.

•           Implement features like Knowledge Management, Smart Assist, SLA Management, and Unified Routing.

•           Set up Omnichannel for voice, chat, SMS, and social channels using Channel Integration Framework (CIF).

•           Configure Case Management, Entitlements, Queues, and Routing rules.

Customer Insights – Journeys:

•           Design, develop, and configure solutions using Dynamics 365 Customer Insights – Journeys, with a focus on real-time marketing, event-driven triggers and customized customer journeys.

•           Build and manage segments using demographic, behavioural, and transactional data to drive personalized customer interactions.

•           Configure Email and SMS Provider.

•           Create and customize marketing emails, SMS campaigns, push notifications, and event registrations.

•           Implement and manage consent and compliance settings, including subscription centres and compliance profiles.

•           Configure and maintain marketing forms, landing pages, and web behavioural tracking to support lead capture and engagement analytics.

General:

•           Develop and deploy Plugins, Custom Workflows, and Web Resources using C#, JavaScript, and TypeScript.

•           Integrate external systems using Azure Functions, Service Bus, Logic Apps, or REST APIs.

•           Develop Power Automate flows to support process automation and approvals.

•           Collaborate with business teams to gather requirements and translate into functional solutions.

•           Apply robust security models including Business Units, Security Roles, Field-Level Security, and Access Teams.

•           Enable Copilot and AI capabilities to support agent productivity and customer insights.

•           Use Git/Azure DevOps for version control, branching strategy, and source code management.

•           Should implement Unit Tests for plugins, web resource, function apps using frameworks like FakeXrmEasy or MSTest.