MS Dynamics CRM Senior Developer - Customer Service
NTT DATA
Customer Service Module Developer
Role Design and implement features on the Customer Service module with emphasis on quality, performance, and maintainability; collaborate across squads and contribute to standards and CI/CD.
Responsibilities
Build enhancements across Case mgmt, Queues/Routing, Omnichannel (voice/chat/digital), Knowledge, SLAs/Entitlements, Customer Service Workspace, and Email/Activities.
Implement Dataverse entities/columns/relationships, forms/views, business rules; author JavaScript/TS form scripts; create Power Automate flows.
Develop plugins (.NET/C#), custom actions, and PCF controls (React/TS); ensure UCI best practices and accessibility.
Integrate with external systems (webhooks, Azure Functions/Service Bus, Logic Apps; CIF for CTI) with robust error handling and retries.
Participate in ALM/CI-CD pipelines (solution export/import, configuration migration, environment variables), automated checks, and deployments to Non-Prod/Prod.
Add telemetry (App Insights), performance tuning, and create technical docs/runbooks; mentor junior developers.
Requirements
5–10years of Dynamics 365/Power Platform delivery with solid Customer Service experience.
Proficiency in Power Apps, Power Automate, Dataverse customizations, JavaScript/TS, plugins (.NET/C#), and PCF.
Experience with Omnichannel features and at least one integration pattern (Functions/Service Bus/Logic Apps, CIF).
Working knowledge of ALM/CI-CD (Azure DevOps/GitHub) and solution lifecycle management.
Strong debugging, communication, and documentation skills.