Job description

About the job We are seeking a Senior Dynamics CRM Developer with strong experience in Microsoft Dynamics 365 (CE) and proven expertise in integrating and supporting Contact Center solutions. The ideal candidate will play a key role in designing, developing, and enhancing CRM functionalities to support customer engagement, case management, and service operations, with a focus on seamless Contact Center integration. Key Responsibilities: • Design, develop, and customize Microsoft Dynamics 365 CE solutions. • Integrate Dynamics CRM with Contact Center platforms (e.g., Genesys, Five9, NICE, Amazon Connect, etc.). • Collaborate with cross-functional teams (Contact Center, IT, Support, Sales) to gather requirements and translate them into scalable CRM solutions. • Customize CRM entities, workflows, plugins, and JavaScript functions to support business processes. • Support and enhance CRM capabilities related to Case Management, Call Routing, Agent Dashboards, CTI (Computer Telephony Integration), and IVR integration. • Develop APIs and data integrations between CRM and Contact Center solutions. • Ensure platform performance, data integrity, and security standards. • Provide technical leadership, code reviews, and mentorship to junior developers. • Maintain system documentation and support user training as needed. Required Qualifications: • Bachelor's degree in Computer Science, Engineering, or related field. • 9+ years of hands-on experience with Microsoft Dynamics 365 CE / CRM. • Proven experience in integrating CRM with Contact Center platforms (Genesys, NICE, Amazon Connect, etc.). • Strong development experience in: • Dynamics 365 customization and configuration • Plugins, workflows, Power Automate • JavaScript, C#, .NET • Azure Functions, Logic Apps, and API Management • Experience working with Omnichannel for Customer Service is a strong plus. • Good understanding of telephony, IVR, CTI, and real-time communication protocols. • Strong analytical, problem-solving, and communication skills. • Experience working in Agile or DevOps environments. Preferred Skills: • Microsoft certifications (e.g., Dynamics 365 + Power Platform Developer Associate) • Familiarity with Power Platform (Power Apps, Power Automate, Power BI) • Knowledge of Contact Center analytics and reporting • Experience in cloud environments (Azure, AWS)

Requirements