Required Skills:
5+ years’ experience developing and configuring business applications within the MS Dynamics 365 CE CRM landscape.
3+ years’ experience configuring Dynamics 365 Customer Service functionality, including Omnichannel, Unified Routing, etc.
Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management.
Strong knowledge of Contact Center applications (e.g., Telephony & IVR-based solutions), self-service web portals, and native mobile applications.
Advanced knowledge of Dynamics 365 CE functionalities with a proven track record of successfully delivering at least 2 Dynamics CE implementation projects for high-volume contact centers.
Hands-on experience integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.
Familiarity with Agile development methodologies.
Proficient in Microsoft Office 365 suite (Teams, Word, Excel, PowerPoint) and Microsoft ADO Testing Module.
Bachelor’s degree in business management or information systems.
One of these current certifications:Dynamics 365 Fundamentals (MB-910)
Microsoft Power Platform + Dynamics 365 Core (MB-200)
Power Platform App Maker Associate (PL-100)
Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
Power Platform Developer Associate (PL-400)
Preferred Certifications
Working towards certifications:
Power Platform Functional Consultant Associate (PL-200)
Dynamics 365 + Power Platform Solution Architect Expert (PL-600)
MS Dynamics Fast Track recognized architect.
Microsoft Most Valuable Professional (MVP) recognized.
Configure and develop Microsoft Dynamics 365 CE CRM based on functional and technical requirements.
Collaborate with technical leads, project managers, and stakeholders to ensure successful project delivery.
Participate as a member of project teams to implement solutions as assigned.
Define functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, SAP, and payment gateways.
Ensure seamless integration, optimal performance, and efficient data flow across systems.
Support the development of end-user training programs and promote adoption through effective change management.
Provide ongoing support, maintenance, and optimization of Dynamics 365 CE solutions.
Identify and implement improvements to enhance system functionality and user experience.
Configure Dynamics 365 CE applications to meet specific business requirements, including Customer Service functionality such as Channels, Workstreams, and Unified Routing for Omnichannel features.
Ensure customizations and integrations align with functional needs.
Build and manage Continuous Integration and Continuous Delivery pipelines following Application Lifecycle Management best practices.
Maintain productive relationships with technology staff, business owners, project sponsors, vendors, and key clients.
Lead and participate in project team activities related to enterprise systems.
Work independently to accomplish assigned tasks and duties.
Adhere to organizational standards, policies, and procedures.
Utilize various software and technology tools to perform job duties effectively.
Fully document all technical and functional work, including designs, test plans, impact analysis reports, lessons learned, and best practices, following established templates and standards.
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