CRM Ccaas

ROLE OVERVIEW

easyJet is establishing a core Product team for its Microsoft Dynamics 365 CRM CCaaS (Contact Centre as a Service) platform. The Platform Engineer will play a critical role in transitioning from the current implementation phaseled by Microsoft and pick up on the Backlog items post MS exit. This role ensures seamless knowledge capture, product readiness, and continued transformation of the Dynamics 365 CRM Contact Centre solution and its integrations across Azure, AWS, and the Power Platform.

RESPONSIBILITIES:

• Collaborate closely with Microsoft and HCL teams during the design and configuration phase to ensure effective knowledge transfer and documentation for Backlog Items
• Develop Power Platform components, including Power Apps, Power Automate, and the Power Platform Admin Centre.
• Perform D365 CRM customisationsPCF controls, plugins, web resources, and JavaScriptto maintain and extend functionality.
• Develop and handover MS Dynamics 365 CRM custom APIs to support integration and automation needs.
• Develop and enhance chatbot solutions built using Microsoft Copilot Studio.
• Develop and enhance voice channel configuration using Azure communication services and Event grid
• Manage Azure components related to CCaaS, such as Azure Communication Services and Azure Event Grid configurations.
• Develop and enhance integrations between MS Dynamics 365 CRM, Azure services, and the broader AWS ecosystem.

KEY SKILLS and EXPERIENCE REQUIRED

• Strong experience developing and configuring Microsoft Dynamics 365 CRM (Customer Service / Contact Centre) solutions.
• Proven development experience in MS Dynamics 365 CRM (PCF, plugins, web resources, JavaScript).
• Working knowledge of Custom API design and integration best practices.
• Hands-on experience with Power Platform (Power Apps, Power Automate, Power Platform Admin Centre).
• Experience in Copilot Studio chatbot designing
• Understanding of Azure services relevant to CCaaS (Azure communication Services, Event Grid).
• Excellent problem-solving, stakeholder management, and documentation skills.
• Experience or awareness in hybrid cloud integrations (Azure and AWS)
• Understanding of ITIL or similar service management frameworks
• Good to have knowledge on AWS architecture and integration patterns.

COMPETENCIES

• Ownership and Delivery. Has a clear focus to deliver results, working to targets, reviewing progress and adapting their plans accordingly, motivating themselves/the team to achieve.
• Building relationships. Have good working relationships with business stakeholders and users, wider IT function and third party suppliers
• Business Performance. Understands business and external environment, is cost conscious and understands the longer term perspective and implications of decisions
• Innovation and Change. Is open to new ways of doing things and questions existing approaches, views change as an opportunity, comfortable working in a dynamic and ambiguous environment
• Customer and Shareholder Value. Understands who their customers are and seeks to exceed their needs, focussing on the importance of safety for both customers and employees.