Senior ERP Specialist - Dynamics 365 Customer Service

ERP Senior Specialist

"Role
Design and implement features on the Customer Service module with emphasis on quality, performance, and maintainability; collaborate across squads and contribute to standards and CI/CD.

Responsibilities

Build enhancements across Case mgmt, Queues/Routing, Omnichannel (voice/chat/digital), Knowledge, SLAs/Entitlements, Customer Service Workspace, and Email/Activities.

Implement Dataverse entities/columns/relationships, forms/views, business rules; author JavaScript/TS form scripts; create Power Automate flows.

Develop plugins (.NET/C#), custom actions, and PCF controls (React/TS); ensure UCI best practices and accessibility.

Integrate with external systems (webhooks, Azure Functions/Service Bus, Logic Apps; CIF for CTI) with robust error handling and retries.

Participate in ALM/CI-CD pipelines (solution export/import, configuration migration, environment variables), automated checks, and deployments to Non-Prod/Prod.

Add telemetry (App Insights), performance tuning, and create technical docs/runbooks; mentor junior developers.

Requirements

5–10years of Dynamics 365/Power Platform delivery with solid Customer Service experience.

Proficiency in Power Apps, Power Automate, Dataverse customizations, JavaScript/TS, plugins (.NET/C#), and PCF.

Experience with Omnichannel features and at least one integration pattern (Functions/Service Bus/Logic Apps, CIF).

Working knowledge of ALM/CI-CD (Azure DevOps/GitHub) and solution lifecycle management.

Strong debugging, communication, and documentation skills."

Experience Level

Senior Level