Configure and develop Microsoft Dynamics 365 CE CRM solutions based on functional and technical requirements.
Collaborate with technical leads, project managers, and stakeholders to ensure successful project delivery.
Define and support requirements for integrating Dynamics 365 CE with contact center applications, self-service portals, ERP systems, and payment gateways.
Ensure seamless integration, high performance, and efficient data flow across systems.
Configure Dynamics 365 Customer Service functionality, including Channels, Workstreams, Unified Routing, and Omnichannel features.
Support end-user training programs and promote user adoption through effective change management.
Provide ongoing support, optimization, and enhancements to Dynamics 365 CE solutions.
Identify and implement improvements to increase system functionality and user experience.
Collaborate with technical teams to align customizations and integrations with business needs.
Build and manage Continuous Integration/Continuous Delivery pipelines within Application Lifecycle Management best practices.
Lead and participate in project team activities for enterprise system initiatives.
Develop and maintain strong relationships with technology staff, business owners, sponsors, vendors, and key clients.
Work independently to complete assigned tasks while adhering to organizational policies and standards.
Utilize software tools and technology platforms effectively in daily responsibilities.
5+ years of experience developing and configuring business applications in Microsoft Dynamics 365 CE.
In-depth understanding of Dynamics 365 CE capabilities, including Customer Service, customization, configuration, and user management.
Strong knowledge of contact center applications (Telephony, IVR), self-service portals, and mobile applications.
Proven success delivering at least two Dynamics 365 CE implementation projects for high-volume contact centers.
3+ years of experience configuring Customer Service functionality such as Omnichannel and Unified Routing.
Hands-on experience integrating Dynamics 365 CE with ERP systems and payment gateways.
Familiarity with Agile development methodologies.
Proficiency in Microsoft Office 365 (Teams, Word, Excel, PowerPoint) and Azure DevOps Testing Module.
Required:
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)
Certifications (Required):
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)
Certifications (Preferred / In Progress):
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) recognition
Soft Skills:
Strong analytical and problem-solving ability
Excellent communication and interpersonal skills
Ability to lead and collaborate with cross-functional teams
Detail-oriented with strong organizational and project management skills
Additional Beneficial Skills:
Experience with enterprise business solutions, particularly SAP projects
Knowledge of ITIL / ITSM practices and methodologies
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