KEY RESPONSIBILITIES:
- Lead implementations of Dynamics 365 for Customer Service enabling Omnichannel features.
- Participating in all aspects of agile Dynamics 365 development, including requirements gathering, design, development, and deploymen t, managing production launches
- Collaborate with business stakeholders to define requirements and identify key business processes that will be supported by the new solution.
- Develop a solution designs and implementation that meets the needs of the business.
- Testing (Unit, Integration, End-End, Performance) ensure high-quality delivery
- Utilize Azure DevOps CI/CD for deployment.
- Manage deployment of new changes via UAT promotion into production
- Configuring Dynamics Omnichannel to support the virtual assistant and chat functions for our customer service team s .
- Document technical designs and architecture and provide knowledge transfer to other team members that provide L1/L2 support
- Triage production support tickets , investigate and address production support issues.
- Providing support to help automate the work queue management.
REQUIREMENTS:
- Comfortable in engaging with business stakeholders, technical teams and operations.
- Good communications skills with experience in working as part of a team.
- Be pro-active in identifying issues, reacting to incidents, and following through to completion with the relevant teams.
- Experience with Microsoft Dynamics CRM
- 3 + years of experience with Dynamics 365 customer service modules.
- 1 + years of experience in developing solutions using the Power Platform (Power Apps, Power Automate, Power Virtual Agents)
- Experience with Microsoft Dynamics 365 configuration, customization, plugin and SDK based development , including
- Unit testing / Mock libraries
- XRM Toolbox
- Application Insights
- Plugin Registration tool
- Experience with PowerBI
- Experience with Visual Studio
- Experience in Versioning tools – Azure DevOps / Github / Bitbucket
- Experience with Power Apps Test Studio or other Power Platform testing solutions
- Familiarity with SSO/AD integration
