CRM Junior Engineer with Devops at BoschGroup

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.