T&T- Customer - CS&D | MS Dynamics 365 | Delhi | Consultant

Job Description: Dynamics 365 Contact Center Developer

The Team

Customer is about much more than just the numbers. It’s about attesting to accomplishments and challenges and helping to assure strong foundations for future aspirations. Deloitte exemplifies the what, how, and why of change so you’re always ready to act ahead. Learn more about Customer

Job Summary

We are seeking a skilled and proactive Senior Developer – Dynamics 365 Contact Center to design, build, and enhance modern, AI-enabled customer engagement platforms & support the AMS activity. This role focuses on leveraging Microsoft Dynamics 365 Customer Service, Power Platform, Azure Communication Services, and Copilot Studio to deliver seamless, intelligent contact center experiences. The ideal candidate will bring strong hands-on development expertise in Dynamics 365 and the Power Platform, with experience in integrating CTI platforms and AI-driven capabilities.

Key Responsibilities

• Develop and customize solutions within Dynamics 365 Customer Service Workspace and Omnichannel for Customer Service, including case management, contact workflows, and agent UI enhancements.
• Configure and extend Copilot Studio to enable AI-driven agent assist, case summarization, and conversational automation.
• Implement and configure Channel Integration Framework (CIF) v2.0 to embed third-party CTI widgets (e.g., Genesys Cloud CX, NICE, Avaya).
• Build and integrate Azure Communication Services (ACS) for voice, video, chat, and SMS capabilities.
• Experience in using LLMs/Generative AI models for agent assist features
• Design and manage Dataverse data models to support cases, contacts, and interaction data.
• Develop custom apps using Power Apps and automate workflows with Power Automate to improve agent and supervisor efficiency.
• Ensure secure access and compliance using Microsoft Entra ID, OAuth, and Dynamics 365 security roles.
• Collaborate with architects, business analysts, and QA teams to deliver scalable, high-performing solutions aligned with enterprise standards.
• Perform unit testing, debugging, deployment, and documentation of configurations, customizations, and integration points.
• Stay updated on Microsoft’s roadmap and emerging AI innovations relevant to contact center modernization.

Required Skills & Qualifications

• 2 - 4 years of experience in Dynamics 365 development, with strong expertise in Customer Service and Contact Center modules.
• Hands-on experience with:

1. 1. Microsoft Dynamics 365 Contact Center
   2. Microsoft Dataverse
   3. Power Apps
   4. Power Automate
   5. Azure Communication Services (ACS)
   6. Copilot Studio
   7. Channel Integration Framework (CIF) v1.0 & v2.0

• Experience with CTI platform integrations using Smart Connectors or APIs.
• Strong understanding of Microsoft Entra ID, OAuth, REST APIs, JSON, and webhooks.
• Excellent problem-solving, debugging, and communication skills.
• Familiarity with Node.js and Python is an advantage, but not mandatory.

Certifications

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (Preferred)
• Microsoft Certified: Power Platform Developer Associate (Preferred)
• Microsoft Certified: Azure Developer Associate (AZ-204) (preferred)
•  Microsoft Certified: AI Engineer Associate (AI-102) (preferred, for Copilot & generative AI scenarios)

Location and Way of Working:  

Gurugram, Mumbai, Bangalore & Hyderabad

Preferred Qualifications 

B. Tech / B.E. / MCA or equivalent degree.