Microsoft Dynamics 365 CCaaS

Job description

**TCS is Hiring Microsoft Dynamics 365 CRM(CCaaS) Platform Engineer for PAN India Location** - 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.