Responsibilities
- Design and set up Dynamics 365 Customer Service and Sales modules covering Cases, Queues, SLAs, Entitlements, and Knowledge Articles
- Configure and deploy the Customer Service Hub within Dynamics 365
- Implement Sales functionality including Leads, Opportunities, Accounts, Contacts, Activities, and Forecasting
- Customize system elements such as forms, views, dashboards, business process flows, and command bars
- Support full lifecycle implementations, system enhancements, upgrades, and live environment maintenance
- Convert business needs into efficient and scalable D365 solutions
- Develop client-side logic using JavaScript for form behavior, validations, and ribbon modifications
- Build server-side extensions using Plugins, Workflows, and Business Rules
- Create automated workflows using Power Automate
- Structure and manage Dataverse components including Tables, relationships, security roles, and field-level permissions
- Ensure solutions meet non-functional standards for performance, security, data accuracy, and long-term supportability
- Develop Model-Driven and Canvas Apps using Power Apps
- Implement process automation through Power Automate
- Oversee solution management, environment configuration, and deployment pipelines
- Adhere to governance policies and best practices across the Power Platform
- Apply working knowledge of Dynamics 365 Marketing features such as customer journeys, audience segments, marketing forms, and email campaigns
- Ensure seamless data integration across Customer Service, Sales, and Marketing modules
- Partner with business units to align CRM processes from end to end
