CRM Junior Engineer with Devops

Bosch Global Software (BGSW)•telengana, , India•On-site
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About the Role

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, TypeScript and react.• 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. General:• 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. Educational qualification:B.E/B.TechExperience :1- 2 YearsMandatory/requires Skills : CRM, DevOpsPreferred Skills :