We are seeking a highly skilled Dynamics 365 Customer Service Developer to join our dynamic team. In this role, you will be responsible for developing, deploying, customizing, and integrating Dynamics 365 Customer Service solutions. Your expertise in designing business processes, plugins, and workflows will be crucial to enhancing our customer service capabilities. You will work closely with various business units, ensuring efficient data management and access across multiple Dynamics instances.
Key Responsibilities
- Dynamics 365 Development. Develop, deploy, customize, and integrate Dynamics 365 Customer Service solutions tailored to business needs.
- Process Implementation. Design, develop, and implement business processes, plugins, and workflows to streamline operations.
- Custom Entity Design. Create and manage custom entities, establishing relationships to enhance data organization and accessibility.
- Multi-Business Unit Management. Handle multiple business units with effective data segregation and cross-business unit access and roles.
- Self-Service Portals. Develop Dynamics Self-service Portals, integrating multiple Dynamics instances for case management, status updates, comments, and knowledge management via SharePoint.
- Software Development. Utilize Microsoft .NET, C#, JSON, and jQuery to deliver robust software solutions.
- User Interface Experience. Work with Customer Service Hub, Unified Client Interface, and Model-driven apps to optimize user interactions.
- Reporting Expertise. Create and manage scheduled reports and custom SSRS reports, integrating multiple data sources.
- Automation Development. Develop automations using Power Automate and Power Apps to enhance workflow efficiency.
- Azure Deployment. Design applications that can be published to Azure, ensuring scalability and performance.
- Data Management. Manage and troubleshoot large volumes of case and email records, ensuring data integrity and accessibility.
- Third-Party Tool Utilization. Leverage third-party tools to configure, customize, monitor, and troubleshoot Dynamics applications.
- Agile Methodologies. Implement Agile/Scrum processes using Azure DevOps for CI/CD pipeline automation.
- Survey Automation. Design and automate survey forms using MS Forms Pro to gather customer feedback.
- AI Insights. Experience with Dynamics 365 Customer Service Insights, AI-powered dashboards, and predictive analytics is a plus.
- Power BI Development. Hands-on experience in developing Power BI dashboards and reports to visualize data insights.
- Technical Support. Provide troubleshooting and technical support for users.
- Collaborative Engagement. Actively participate in design and analysis sessions, contributing to sound decision-making.
- Testing Support. Assist in system and user acceptance testing activities, resolving issues as they arise.
- Documentation. Complete technical documentation to ensure comprehensive system records.
- Best Practices Sharing. Share best practices and lessons learned from past implementation efforts to foster continuous improvement.
Required Skills and Qualifications
- Proven experience in developing and customizing Dynamics 365 Customer Service solutions.
- Proficient in Microsoft .NET, C#, JSON, and jQuery for software development.
- Strong understanding of Dynamics 365 architecture, including Customer Service Hub and Unified Client Interface.
- Familiarity with Power Automate, Power Apps, and Azure deployment processes.
- Experience with custom entity creation and multi-business unit management.
- Ability to create and manage reports using SSRS and Power BI.
- Knowledge of Agile/Scrum methodologies and experience with Azure DevOps.
- Excellent problem-solving and troubleshooting skills.
- Strong communication and collaboration abilities.
Preferred Qualifications
- Experience with AI-powered insights and analytics in Dynamics 365.
- Familiarity with Microsoft Forms Pro for survey automation.
- Previous experience in customer service-related applications.
What We Offer
- Competitive salary and benefits package
- Opportunities for professional growth and development
- A collaborative and innovative work environment
If you are passionate about enhancing customer service through technology and possess the skills outlined above, we would love to hear from you! Please apply with your resume and a cover letter detailing your relevant experience.