Customer Service Representative responsible for managing customer relationships and processing requests. Collaborating with departments for efficient order handling and timely issue resolution.
SI
Hybrid Microsoft Dynamics 365 CE CRM Developer – Customer Service
Posted 2 months ago
About the role
- MS Dynamics 365 CE CRM Developer focusing on customer service and omnichannel solutions. The role involves integration and configuration of Dynamics 365 CE systems for the Pennsylvania Turnpike Commission.
Responsibilities
- Configure and develop Microsoft Dynamics 365 CE CRM solutions based on Agile sprint tasks.
- Implement Customer Service & Omnichannel features — Channels, Workstreams, Unified Routing, etc.
- Integrate Dynamics 365 CE with Contact Center, ERP (SAP), payment gateways, self-service portals, and mobile apps.
- Support Functional Leads in defining integration requirements.
- Ensure seamless data flow, performance, and user experience across integrated systems.
- Lead and support training, adoption, change management, and post-go-live optimization.
- Build CI/CD pipelines aligned with PTC standards and SDLC practices.
- Prepare detailed documentation including designs, test scripts, impact analysis, and best practices.
Requirements
- 5+ Years Dynamics 365 Customer Service (Omnichannel, Unified Routing)
- 3+ Years Successfully delivered Dynamics CE implementations for high-volume contact centers
- 2+ Projects Contact Center integrations (Telephony, IVR, Web Portals, Mobile Apps)
- Required ERP & Payment Gateway Integrations
- Required Agile methodology experience
- Required Proficiency: MS Office 365, Azure DevOps Test Module
- Required Bachelor’s in Business Mgmt / Information Systems
- Required Certifications: MB-910, MB-200, PL-100, MB-230, PL-400
- Preferred (Working Toward): PL-200, PL-600, MS Dynamics Fast Track Architect, MVP
Benefits
- Flexible work from home options
- Orientation day onsite required (equipment pickup – no reimbursement)
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