- *Company Description** **Bosch Global Software Technologies Private Limited** is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end\-to\-end Engineering, IT and Business Solutions. With over 27,000\+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.
- *Job Description** **Job Summary**
We are looking for an experienced **Dynamics 365 Developer** with deep expertise in **Customer Service Workspace with Contact Center (CSW)** and **Customer Insights – Journeys (CI)** to design, develop, and implement scalable CRM solutions. This role requires hands\-on experience in configuring and customizing CSW components such as **Voice and Chat channel setup, Workstreams**, **Session templates**, **Agent Scripts and Macros**, as well as CI components such as **Real\-time marketing journeys**, **Segments**, **Email Templates, Compliance profiles, Event Management** and in general **integrations, and Power Platform tools**. The consultant will be responsible for delivering high\-quality solutions in collaboration with technical and business teams. This position involves hands\-on development and coordination across multiple workstreams to ensure successful project outcomes.
- *Customer Service Workspace \& Contact Center:**
- Develop **end\-to\-end implementation and configuration of Dynamics 365 Customer Service Workspace** (Contact Center).
- Configure Session Templates, App Tabs, and Agent Scripts for guided agent experiences.
- Develop and deploy Plugins, Custom Workflows, and Web Resources using **C\#, JavaScript, and TypeScript**.
- Implement features like **Knowledge Management, Smart Assist, SLA Management, and Unified Routing**.
- Set up **Omnichannel** for voice, chat, SMS, and social channels using Channel Integration Framework (CIF).
- Configure **Case Management, Entitlements, Queues, and Routing rules**.
- *Customer Insights – Journeys:**
- Design, develop, and configure solutions using Dynamics 365 Customer Insights – Journeys, with a focus on **real\-time marketing, event\-driven triggers and customized customer journeys**.
- Build and manage **segments** using **demographic, behavioural, and transactional data** to drive personalized customer interactions.
- Configure **Email and SMS Provider**.
- Create and customize **marketing emails, SMS campaigns, push notifications, and event registrations**.
- Implement and manage **consent and compliance settings, including subscription centres and compliance profiles**.
- Configure and maintain **marketing forms, landing pages, and web behavioural tracking** to support lead capture and engagement analytics.
- Develop and deploy **Plugins**, **Custom Workflows**, and **Web Resources** using **C\#, JavaScript, and TypeScript.**
- Integrate external systems using **Azure Functions, Service Bus, Logic Apps, or REST APIs**.
- Develop **Power Automate flows** to support process automation and approvals.
- Collaborate with business teams to gather requirements and translate into functional solutions.
- Apply robust **security models** including Business Units, Security Roles, Field\-Level Security, and Access Teams.
- Enable **Copilot and AI capabilities** to support agent productivity and customer insights.
- Use **Git/Azure DevOps** for version control, branching strategy, and source code management.
- Should implement **Unit Tests** for plugins, web resource, function apps using frameworks like FakeXrmEasy or MSTest.
- Develop **custom command buttons** using modern Command Designer and Ribbon Workbench (legacy).
- Should work on the tools Plugin Registration, Configuration Migration Tool, Package Deployer
- Debug and troubleshoot server\-side and client\-side issues using **Plugin Trace Logs**, **XrmToolBox**, **Browser Developer Tools**.
- Hands\-on experience in Power Platform including **Power Apps and Power Pages**.
- Build and deploy **PCF (PowerApps Component Framework)** controls for custom UI components.
- Work on **Azure DevOps** for source control, build automation, and release pipelines.
- Strong knowledge on **Azure Services** like Function App, Service bus, API Management, App Services, Key Vault.
- Experience on D365 Modules Sales and Field Service
- Hand\-on Experience on **React Framework** for developing web resource
- Certifications on Microsoft Dynamics and Azure
- Ability to analyze business needs and design scalable, quality\-driven CRM solutions.
- Experience working with Agile and DevOps methodologies, including backlog grooming and sprint reviews.
- Proficient in using Azure DevOps for work tracking, automated deployments, and CI/CD pipelines.
- Able to follow structured processes for documentation, quality checks, and change management.
- Comfortable in delivering work that aligns with enterprise\-grade security and compliance standards.
- Bachelor’s degree in engineering or MCA.
- 5 – 8 years of experience and minimum 3\+ years of experience with Dynamics 365\.
- *Qualifications** **Educational qualification:**
Bachelor’s degree in engineering or MCA.
5 – 8 years of experience and minimum 3\+ years of experience with Dynamics 365 with Marketing.
- *Mandatory/requires Skills :**
End\-to\-end implementation and configuration of Dynamics 365 Customer Service Workspace , C\#, JavaScript, and TypeScript.