Dynamics 365 CCaaS Developer

Dynamics 365 CCaaS Developer — Job Description

**Experience- 3–5 Years

**Employment Type- Full-Time

**Location- Delhi (Onsite)

About the Role

Today, complaint and service intake is fragmented: Facilities Management runs its call centre on plain telephony with no caller ID or history lookup, and all in-unit tenant work is tracked through messaging groups and spreadsheets rather than any system of record. We are hiring a Dynamics 365 CCaaS Developer to help close that gap — building the contact-centre, IVR, omnichannel and case-routing capability that sits behind Dynamics 365 Customer Service, so that a call, chat or WhatsApp message from a tenant, owner or vendor becomes a tracked case, routed to the right desk (Facilities, Leasing or Sales), the same way a preventive-maintenance job already flows automatically today.

Key Responsibilities

• Design, configure and build contact-centre solutions on Dynamics 365 Customer Service and Omnichannel for Customer Service, covering voice, chat and WhatsApp channels.
• Integrate the CCaaS/telephony platform with Dynamics 365 via CTI, so inbound calls resolve caller identity and case history automatically instead of being keyed by hand.
• Design and build IVR flows and conversational bots (Copilot Studio / Power Virtual Agents) for common tenant, owner and vendor journeys — complaint logging, payment status, service-request tracking.
• Build case-routing and automation workflows (Power Automate, business rules) so an intake case lands with the right desk — Facilities Management, Leasing or Sales — without manual triage.
• Integrate CRM, IVR/CCaaS and backend systems via APIs and webhooks, including the facilities and leasing platforms already in use across the group.
• Configure and extend Dataverse entities, forms, views and business rules to support case management across verticals.
• Monitor call quality, system performance and case SLAs; build and maintain analytics dashboards to track contact-centre KPIs.
• Troubleshoot and resolve issues across the CRM, CCaaS and integration layers, including production incidents.
• Support UAT planning and execution with business stakeholders (Facilities, Leasing, Sales) and translate business requirements into functional, Dynamics-365-aligned solutions.
• Work within an Agile delivery model — sprint planning, reviews and retrospectives — alongside the wider Dynamics 365 programme team.

Required Skills & Experience

• 3–5 years of hands-on experience with Dynamics 365 Customer Engagement (CE) / Customer Service, including entity, form, view, workflow and business-rule configuration.
• Demonstrated experience designing and delivering CCaaS/contact-centre solutions — IVR flows, call routing, chatbots — integrated with a Dynamics 365 or comparable CRM.
• Practical experience integrating CRM with telephony/CCaaS platforms and external systems via REST APIs and webhooks.
• Working knowledge of Power Platform: Power Automate for workflow automation, Power Apps / Power Portal, and Copilot Studio or Power Virtual Agents for conversational AI.
• Comfortable working directly in Dataverse — data model, security roles, and case management configuration.
• Experience deploying and supporting cloud-based solutions, including basic monitoring, troubleshooting and performance tuning of contact-centre systems.
• Exposure to Azure services (Logic Apps, Azure Functions) for lightweight integration and automation work.
• Able to translate business requirements (from Facilities, Leasing or Sales stakeholders) into functional configuration without heavy hand-holding.
• Experience working in Agile delivery teams — sprint planning, reviews, retrospectives — and comfortable owning a workstream rather than just a ticket queue.
• Clear, confident communication in English, written and spoken, for direct client/stakeholder interaction.

Preferred / Nice-to-Have

• Microsoft certification MB-230 (Dynamics 365 Customer Service Functional Consultant) and/or PL-200 (Power Platform Functional Consultant).
• Prior experience with WhatsApp Business API or other messaging-channel integrations into a CRM or CCaaS platform.
• Experience in real estate, property/facilities management, or another asset-heavy service business with a field workforce.
• Exposure to Microsoft Dynamics 365 Copilot or other AI-driven customer-service automation features.
• Experience supporting a live, multi-department contact centre (not only greenfield builds).
• PL-200 (Power Platform Functional Consultant) preferred.