MS Dynamics CRM Lead - Customer Service
NTT DATA Global Delivery Services Ltd
Work from Office
Full Time
Min. 10 yearsJob Description
ERP Senior Specialist Advisor
Role
Own complex delivery on the Customer Service stack in Dynamics 365. Lead design and hands-on implementation of extensible features, integrations, and automations; enforce ALM/CI-CD and best practices across multiple environments and teams.
Responsibilities
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.
Requirements
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.
Experience Level
Senior LevelJob role
Job requirements
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