Dynamics 365 Developer – Customer Service & Marketing

About the role

We are seeking an experienced Dynamics 365 Developer to design, develop and implement scalable CRM solutions for Customer Service Workspace with Contact Center and Customer Insights – Journeys. The role involves hands‑on configuration, customization and integration work, collaborating closely with technical and business teams.

Key responsibilities

• Implement and configure Dynamics 365 Customer Service Workspace (Contact Center) end‑to‑end.
• Set up voice, chat, SMS and social channels using the Channel Integration Framework and Omnichannel.
• Develop plugins, custom workflows and web resources with C#, JavaScript and TypeScript.
• Configure session templates, app tabs, agent scripts, knowledge management, SLA and routing rules.
• Design and deploy Customer Insights – Journeys solutions, including real‑time marketing journeys, segment creation and email/SMS campaign setup.
• Manage consent, compliance profiles, marketing forms, landing pages and web behavioural tracking.

Required profile

• Proven experience as a Dynamics 365 Developer with a focus on Customer Service Workspace and Customer Insights.
• Hands‑on expertise in configuring omnichannel contact center components and marketing journey automation.
• Ability to work collaboratively across multiple workstreams and deliver high‑quality solutions.

Required skills

• Dynamics 365 Customer Service Workspace (CSW)
• Dynamics 365 Customer Insights – Journeys (CI)
• C#
• JavaScript
• TypeScript
• Plugins, Custom Workflows, Web Resources
• Power Platform tools
• Channel Integration Framework (CIF)
• Omnichannel configuration (voice, chat, SMS, social)
• Knowledge Management, SLA Management, Unified Routing