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MS Dynamics CRM Lead - Customer Service at NTT DATA

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

25 Mar, 26

Salary

0.0

Posted On

25 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

MS Dynamics CRM, Customer Service, Omnichannel, Power Apps, Dataverse, JavaScript, TypeScript, PCF, Plugins, Workflows, Azure Functions, Service Bus, Logic Apps, CI/CD, Application Insights, AI Features

Industry

IT Services and IT Consulting

Description

Deliver end-to-end features in Customer Service: Case/Queue/Routing, Omnichannel for Customer Service (voice/chat/digital), Customer Service Workspace, Knowledge, SLAs/Entitlements, Timeline/Activities, Email/Templates, Macros & Agent Scripts. Design and implement customizations: Model-driven Power Apps, Dataverse schema (tables, relationships), forms/views/business rules, JavaScript/TypeScript form scripting, PCF (React/TS), plugins/custom workflow actions (.NET/C#), and Power Automate flows. Integrate with enterprise systems (Azure Functions/Service Bus/Logic Apps, API Mgmt, CTI via Channel Integration Framework); ensure secure, scalable contracts and error handling. Set up and govern solution layering (managed/unmanaged), ALM, and CI/CD (Azure DevOps/GitHub) across Non-Prod → Prod; implement automated tests and quality gates. Drive performance, telemetry, and supportability (Application Insights, diagnostics), and data/security model (roles, teams, field-level security, auditing). Champion Copilot and AI features (summarization, suggested replies, case classification) and responsible-AI usage. Mentor engineers, review PRs, create technical specs/decision records, and collaborate with Product, Architecture, and Support. 10+ years building on Dynamics 365/Dataverse, with deep Customer Service & Omnichannel delivery; strong .NET/C#. Expert in Power Platform (Power Apps, Power Automate), PCF (React/TS), plugins/workflows, JavaScript/TypeScript. Proven integrations with Azure services (Functions, Service Bus/Events, Logic Apps), CIF/CTI, and enterprise identity. Hands-on ALM/CI-CD for D365 solutions (solution pack/unpack, environment strategy, automated deployments, test automation). Strong stakeholder leadership, troubleshooting at scale, and documentation."

Responsibilities

Deliver end-to-end features in Customer Service and design customizations for Dynamics 365. Integrate with enterprise systems and ensure secure, scalable contracts and error handling.