Business Application Consulting - Microsoft Dynamics CRM - Senior Associate 2 - CS - G
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Description
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<p class="MsoNormal" style="margin-bottom:0in;line-height:normal;"><b><span style="font-size:9pt;font-family:Georgia, serif;color:#000000;background-size:initial;">Job Description & Summary: </span></b><span style="font-size:9pt;font-family:Georgia, serif;color:#000000;background-size:initial;">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.</span><span style="font-size:9pt;font-family:Georgia, serif;"></span></p><p></p>
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<p class="MsoNormal" style="margin-bottom:0in;line-height:normal;"><b><span style="font-size:9pt;font-family:Georgia, serif;color:#000000;background-size:initial;">Job Position Title:</span></b><span style="font-size:9pt;font-family:Georgia, serif;"></span></p><p></p>
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<p class="MsoNormal" style="margin-bottom:0in;line-height:normal;"><span style="font-size:9pt;font-family:Georgia, serif;color:#000000;background-size:initial;">IN_Senior </span><span style="font-size:9pt;font-family:Georgia, serif;">Associate_
Dynamics<span style="color:#000000;background-size:initial;"> CRM Tech + CCAS _GCC_Advisory_
PAN India</span></span></p><p></p>
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<p class="MsoNormal" style="line-height:normal;vertical-align:baseline;"><b><span style="font-size:9pt;font-family:Georgia, serif;color:#000000;border:none 1pt;padding:0in;">Responsibilities:</span></b></p><p><b></b></p><b></b>
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<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Customize and configure Microsoft Dynamics 365 CE
to meet business requirements.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Collaborate with stakeholders to gather and analyze
business requirements related to Contact Center and CRM. Implementation
experience with <b>contact center as a service (CCaaS) </b>solution and
use Dynamics 365 Customer Service for customer relationship management
(CRM).<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;"><b>Dynamics 365 Contact Center configuration
- </b>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.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;"><b>Unified Routing and ACD (Automatic Call
Distribution)</b>, 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.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;"><b>Dynamics 365 Contact Center voice channel</b>,
including phone numbers, inbound/outbound calling, voice workstreams,
operating hours, hold/wait music, recording, transcription and
call-routing validation<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Develop and maintain integration with <b>third-party
Contact Center platforms</b> (e.g., Genesys, Five9, Amazon Connect,
Twilio).<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Develop custom plug-ins, workflows, business
process flows, and integrations using C#, JavaScript, and Power Platform
tools.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Develop and maintain <b>Canvas Apps</b> that
connect to <b>Dataverse</b>, <b>Dynamics 365</b>, and other data sources
to support business processes.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Integrate Power Platform components <b>(Power
Automate, Power Apps, Power BI)</b> for end-to-end business
workflows.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Design and implement <b>integration solutions</b>
between Dynamics CRM and external systems using Azure Integration
Services.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Maintain code quality and adhere to best practices,
including version control (e.g., Azure DevOps, Git).<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Create technical documentation, including
architecture diagrams, code documentation, and release notes.<p></p></li>
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<p class="MsoNormal" style="line-height:normal;vertical-align:baseline;"><b><span style="font-size:9pt;font-family:Georgia, serif;color:#000000;">Mandatory skill sets:</span></b></p><p><b></b></p><b></b>
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<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Bachelor’s degree in computer science, Information
Systems, or related field.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">4+ years of hands-on experience with Microsoft
Dynamics 365 CE/CRM development.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Experience with <b>Contact Center technologies</b>
(CTI, IVR, call routing, analytics).<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Proficiency in <b>.NET/C#</b>, <b>JavaScript</b>, <b>Web
APIs (REST/OData)</b>, and <b>JSON/XML</b>.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">2+ years of hands-on experience developing <b>Canvas
Apps</b> .<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">2+ years of experience implementing <b>Omnichannel
for Customer Service</b> in Dynamics 365.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Experience with Power Platform components: Power
Apps (model-driven and canvas apps), Power Automate.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Strong understanding of the Dynamics 365 data
model, security model, and customization options.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Experience with REST APIs, OData, and integration
frameworks.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Familiarity with DevOps and ALM best practices in
Dynamics 365 development.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Experience with <b>Power Platform</b> components
(Power Automate, Power Apps).<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Knowledge of <b>OAuth 2.0</b>, <b>Azure AD</b>, and
secure authentication models<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Knowledge of <b>HTML</b>, <b>CSS</b>, <b>JavaScript</b>,
and <b>Liquid templates</b> for portal customization.<p></p></li>
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<p class="MsoNormal" style="line-height:normal;vertical-align:baseline;"><b><span style="font-size:9pt;font-family:Georgia, serif;color:#000000;">Preferred skill sets:</span></b></p><p><b></b></p><b></b>
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<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Microsoft certifications such as PL-400, PL-600,
MB-200, AZ-204 (Azure Developer Associate)<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Experience with Dynamics 365 Field Service,Sales,
Marketing, or Customer Insights modules.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Understanding of Agile/Scrum development
methodologies.<p></p></li>
<li class="MsoNormal" style="margin-bottom:0in;line-height:115%;">Knowledge of CI/CD pipelines in Azure DevOps.<span style="font-size:9pt;line-height:115%;font-family:Georgia, serif;"></span><p></p></li>
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<p class="MsoNormal" style="line-height:normal;vertical-align:baseline;"><b><span style="font-size:9pt;font-family:Georgia, serif;color:#000000;">Years of experience required:</span></b></p><p><b></b></p><b></b>
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<p class="MsoNormal" style="margin-bottom:0in;line-height:normal;"><span style="font-size:9pt;font-family:Georgia, serif;">5 yrs -9 yrs</span></p><p></p>
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<p class="MsoNormal" style="line-height:normal;vertical-align:baseline;"><b><span style="font-size:9pt;font-family:Georgia, serif;color:#000000;">Education qualification:</span></b></p><p><b></b></p><b></b>
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<p class="MsoNormal" style="margin-bottom:0in;line-height:normal;"><span style="font-size:9pt;font-family:Georgia, serif;">BE/ B.Tech/ M.Tech</span></p><p></p>
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