ERP Advisor

Job Summary

We are currently seeking a ERP Advisor to join our team in Bangalore, Karnataka (IN-KA), India (IN).

Own complex delivery on the Customer Service stack in Dynamics 365. Lead design and hands-on implementation of extensible features, integrations, and automations; enforce ALM/CI-CD and best practices across multiple environments and teams.

Responsibilities

• Deliver end-to-end features in Customer Service: Case/Queue/Routing, Omnichannel for Customer Service (voice/chat/digital), Customer Service Workspace, Knowledge, SLAs/Entitlements, Timeline/Activities, Email/Templates, Macros Agent Scripts.
• Design and implement customizations: Model-driven Power Apps, Dataverse schema (tables, relationships), forms/views/business rules, JavaScript/TypeScript form scripting, PCF (React/TS), plugins/custom workflow actions (.NET/C#), and Power Automate flows.
• Integrate with enterprise systems (Azure Functions/Service Bus/Logic Apps, API Mgmt, CTI via Channel Integration Framework); ensure secure, scalable contracts and error handling.
• Set up and govern solution layering (managed/unmanaged), ALM, and CI/CD (Azure DevOps/GitHub) across Non-Prod to Prod; implement automated tests and quality gates.
• Drive performance, telemetry, and supportability (Application Insights, diagnostics), and data/security model (roles, teams, field-level security, auditing).
• Champion Copilot and AI features (summarization, suggested replies, case classification) and responsible-AI usage.
• Mentor engineers, review PRs, create technical specs/decision records, and collaborate with Product, Architecture, and Support.

Requirements

• 10+ years building on Dynamics 365/Dataverse, with deep Customer Service Omnichannel delivery; strong .NET/C#.
• Expert in Power Platform (Power Apps, Power Automate), PCF (React/TS), plugins/workflows, JavaScript/TypeScript.
• Proven integrations with Azure services (Functions, Service Bus/Events, Logic Apps), CIF/CTI, and enterprise identity.
• Hands-on ALM/CI-CD for D365 solutions (solution pack/unpack, environment strategy, automated deployments, test automation).
• Strong stakeholder leadership, troubleshooting at scale, and documentation.