Sep 8, 2026 Oct 26, 2026

Business Application Consulting - Microsoft Dynamics CRM - Senior Associate 2 - CS - G

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Sep 8, 2026 Oct 26, 2026

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PwC India Business Application Consulting - Microsoft Dynamics CRM - Senior Associate 2 - CS - G

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<table class="MsoTableGrid" border="1" cellspacing="0" cellpadding="0" style="margin:0px;font-size:16px;border-width:medium;border-style:none;"><tbody style="margin:0px;border-style:solid;"><tr style="border-left:1px solid #000000;margin:0px;border-color:inherit;border-style:solid;border-width:0px;"><td width="623" colspan="2" valign="top" style="margin:0px;border:1pt solid;width:467.5pt;padding:0in 5.4pt;">Job Description & Summary: We are seeking a highly skilled AI Specialist with 7–10 years of experience to design, develop, and deploy advanced artificial intelligence and machine learning solutions. The ideal candidate will have strong expertise in building scalable AI models, working with large datasets, and translating business problems into data-driven solutions. This role involves close collaboration with cross-functional teams to drive innovation and implement AI strategies that deliver measurable impact.</td></tr><tr style="border-left:1px solid #000000;margin:0px;border-color:inherit;border-style:solid;border-width:0px;"><td width="162" valign="top" style="margin:0px;border-style:none solid solid;border-width:medium 1pt 1pt;width:121.25pt;padding:0in 5.4pt;">Job Position Title:</td><td width="462" valign="top" style="margin:0px;border-style:none solid solid none;border-width:medium 1pt 1pt medium;width:346.25pt;padding:0in 5.4pt;">IN_Senior Associate_ Dynamics CRM Tech + CCAS _GCC_Advisory_ PAN India</td></tr><tr style="border-left:1px solid rgb(0,0,0);margin:0px;border-bottom-color:inherit;border-top-style:solid;border-right-style:solid;border-bottom-style:solid;border-bottom-width:0px;height:16.6pt;"><td width="162" valign="top" style="margin:0px;border-style:none solid solid;border-width:medium 1pt 1pt;width:121.25pt;padding:0in 5.4pt;height:16.6pt;">Responsibilities: </td><td width="462" valign="top" style="margin:0px;border-style:none solid solid none;border-width:medium 1pt 1pt medium;width:346.25pt;padding:0in 5.4pt;height:16.6pt;"><ul type="disc" style="margin:0in 0px 1rem;"><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Customize and configure Microsoft Dynamics 365 CE to meet business requirements.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Collaborate with stakeholders to gather and analyze business requirements related to Contact Center and CRM. Implementation experience with contact center as a service (CCaaS) solution and use Dynamics 365 Customer Service for customer relationship management (CRM).</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Dynamics 365 Contact Center configuration - Copilot Service workspace, Agent Experience Profiles, Channels (Voice/Chat/Social) , queues, workstreams, capacity profiles, agent desktop and supervisor experience, Pre-conversation and post-conversation surveys, Context variables and conversation metadata.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Unified Routing and ACD (Automatic Call Distribution), including classification rules, route-to-queue rules, Assignment rules and methods, Skills-, presence-, capacity- and priority-based routing, priorities and overflow handling. Overflow, fallback and escalation handling. Routing diagnostics and troubleshooting.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Dynamics 365 Contact Center voice channel, including phone numbers, inbound/outbound calling, voice workstreams, operating hours, hold/wait music, recording, transcription and call-routing validation</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Develop and maintain integration with third-party Contact Center platforms (e.g., Genesys, Five9, Amazon Connect, Twilio).</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Develop custom plug-ins, workflows, business process flows, and integrations using C#, JavaScript, and Power Platform tools.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Develop and maintain Canvas Apps that connect to Dataverse, Dynamics 365, and other data sources to support business processes.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Integrate Power Platform components (Power Automate, Power Apps, Power BI) for end-to-end business workflows.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Design and implement integration solutions between Dynamics CRM and external systems using Azure Integration Services.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Maintain code quality and adhere to best practices, including version control (e.g., Azure DevOps, Git).</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Create technical documentation, including architecture diagrams, code documentation, and release notes.</li></ul> </td></tr><tr style="border-left:1px solid #000000;margin:0px;border-color:inherit;border-style:solid;border-width:0px;"><td width="162" valign="top" style="margin:0px;border-style:none solid solid;border-width:medium 1pt 1pt;width:121.25pt;padding:0in 5.4pt;">Mandatory skill sets: </td><td width="462" valign="top" style="margin:0px;border-style:none solid solid none;border-width:medium 1pt 1pt medium;width:346.25pt;padding:0in 5.4pt;"><ul type="disc" style="margin:0in 0px 1rem;"><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Bachelor’s degree in computer science, Information Systems, or related field.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">4+ years of hands-on experience with Microsoft Dynamics 365 CE/CRM development.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Experience with Contact Center technologies (CTI, IVR, call routing, analytics).</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Proficiency in .NET/C#, JavaScript, Web APIs (REST/OData), and JSON/XML.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">2+ years of hands-on experience developing Canvas Apps .</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">2+ years of experience implementing Omnichannel for Customer Service in Dynamics 365.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Experience with Power Platform components: Power Apps (model-driven and canvas apps), Power Automate.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Strong understanding of the Dynamics 365 data model, security model, and customization options.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Experience with REST APIs, OData, and integration frameworks.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Familiarity with DevOps and ALM best practices in Dynamics 365 development.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Experience with Power Platform components (Power Automate, Power Apps).</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Knowledge of OAuth 2.0, Azure AD, and secure authentication models</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Knowledge of HTML, CSS, JavaScript, and Liquid templates for portal customization.</li></ul> </td></tr><tr style="border-left:1px solid #000000;margin:0px;border-color:inherit;border-style:solid;border-width:0px;background-color:rgb(188,198,214);"><td width="162" valign="top" style="margin:0px;border-style:none solid solid;border-width:medium 1pt 1pt;width:121.25pt;padding:0in 5.4pt;">Preferred skill sets:</td><td width="462" valign="top" style="margin:0px;border-style:none solid solid none;border-width:medium 1pt 1pt medium;width:346.25pt;padding:0in 5.4pt;"><ul type="disc" style="margin:0in 0px 1rem;"><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Microsoft certifications such as PL-400, PL-600, MB-200, AZ-204 (Azure Developer Associate)</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Experience with Dynamics 365 Field Service,Sales, Marketing, or Customer Insights modules.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Understanding of Agile/Scrum development methodologies.</li><li class="MsoNormal" style="margin:0px 0px 0in;line-height:18.4px;">Knowledge of CI/CD pipelines in Azure DevOps.</li></ul></td></tr><tr style="border-left:1px solid #000000;margin:0px;border-color:inherit;border-style:solid;border-width:0px;"><td width="162" valign="top" style="margin:0px;border-style:none solid solid;border-width:medium 1pt 1pt;width:121.25pt;padding:0in 5.4pt;">Years of experience required:</td><td width="462" valign="top" style="margin:0px;border-style:none solid solid none;border-width:medium 1pt 1pt medium;width:346.25pt;padding:0in 5.4pt;">5 yrs to 9 yrs</td></tr><tr style="border-left:1px solid #000000;margin:0px;border-color:inherit;border-style:solid;border-width:0px;"><td width="162" valign="top" style="margin:0px;border-style:none solid solid;border-width:medium 1pt 1pt;width:121.25pt;padding:0in 5.4pt;">Education qualification:</td><td width="462" valign="top" style="margin:0px;border-style:none solid solid none;border-width:medium 1pt 1pt medium;width:346.25pt;padding:0in 5.4pt;">BE/ B.Tech/ M.Tech</td></tr></tbody></table>

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