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Technical Architect - Dynamics 365 Customer Service & Omnichannel

CES

Technical Architect - Dynamics 365 Customer Service & Omnichannel

CES

Chennai

Not disclosed

Work from Office

Full Time

Min. 5 years

Job Description

Technical Architect - Dynamics 365 (Remote)

CES has 26+ years of experience in delivering Software Product Development, Quality Engineering, and Digital Transformation Consulting Services to Global SMEs & Large Enterprises. CES has been delivering services to some of the leading Fortune 500 Companies including Automotive, AgTech, Bio Science, EdTech, FinTech, Manufacturing, Online Retailers, and Investment Banks. These are long-term relationships of more than 10 years and are nurtured by not only our commitment to timely delivery of quality services but also due to our investments and innovations in their technology roadmap. As an organization, we are in an exponential growth phase with a consistent focus on continuous improvement, process-oriented culture, and a true partnership mindset with our customers. We are looking for the right qualified and committed individuals to play an exceptional role as well as to support our accelerated growth.
Must Haves: Last 3 to 5 projects should be on Customer service/omnichannel/PVA agent, Contact center projects.Certified professional
Key Skills & Expertise
Strong hands-on experience in Dynamics 365 Customer Service module
Expertise in Omnichannel for Customer Service (routing, workstreams, channels, agent experience)
Development and customization using Power Virtual Agents (PVA) for chatbot solutions
Experience integrating and configuring Contact Center solutions (service-only focus, no ERP/Finance modules)
Proficiency in Power Platform (Dataverse, Power Automate, Canvas/Model-driven apps)
Knowledge of custom plug-ins, workflows, PCF controls, and ribbon customization
Familiarity with Azure services for extending Dynamics 365 capabilities
Responsibilities
Design, develop, and customize solutions in Dynamics 365 CE Customer Service & Omnichannel
Build and deploy PVA chatbots integrated with Customer Service channels
Configure and support Contact Center service flows (voice, chat, email, social channels)
Collaborate with functional consultants to translate business requirements into technical solutions
Ensure compliance with security roles and access control in CE applications
Provide technical support, troubleshooting, and performance optimization
Preferred Qualifications
Microsoft certifications in Dynamics 365 Customer Service / Omnichannel / Power Platform
Prior experience in large-scale contact center implementations
Strong communication and stakeholder management skills