Aptly Technology - Microsoft Dynamics 365 CE Customization Specialist (4-6 yrs)

Job Title : Microsoft Dynamics 365 CE Customization Specialist

Responsibilities :

- Leverage your deep understanding of Dynamics 365 Customer Engagement core capabilities (Sales, Marketing, Customer Service) to perform customizations and configurations, including but not limited to:

- Entity and Field Customization : Creating and modifying entities, attributes, relationships, and option sets.

- Form and View Design : Designing intuitive and efficient forms, views, charts, and dashboards.

- Business Rules and Workflows : Implementing business logic and automating processes using business rules, workflows, and business process flows.

- Security Role Configuration : Defining and managing security roles and privileges to ensure data security and appropriate access levels.

- Solution Management : Creating, managing, and deploying Dynamics 365 solutions.

- Dynamics 365 Customer Insights - Journeys : Configure and manage the functionalities of Dynamics 365 Customer Insights - Journeys to execute effective marketing campaigns:

- Segment and Preference Management : Creating and managing dynamic and static segments, and configuring preference centers.

- Lead, Contact, and Account Management : Understanding and configuring the interaction between leads, contacts, and accounts within the marketing context.

- Marketing Channel Management : Configuring and integrating various marketing channels (email, SMS, push notifications, etc.

- Journey Management : Designing, building, and executing multi-step customer journeys.

- Event and Webinar Management : Configuring and managing events and webinars within Dynamics 365.

- Dynamics 365 Customer Insights - Data : Administer and leverage Dynamics 365 Customer Insights - Data to gain a holistic view of customer data:

- Data Source Integration : Connecting and managing data sources from various systems.

- Data Unification and Matching : Configuring data unification rules to create a single view of the customer.

- Segmentation and Measure Creation : Defining advanced segments and creating custom measures and KPIs.

- Marketing Experience Orchestration & Personalization : Utilize Dynamics 365 Customer Insights to orchestrate personalized marketing experiences across different touchpoints.

- Marketing Insights Delivery : Leverage the analytical capabilities of Dynamics 365 Customer Insights to provide valuable marketing insights and reports.

- Dynamics 365 Customer Service Management : Configure and customize Dynamics 365 Customer Service to optimize support operations:

- Case and Knowledge Management : Configuring case management workflows, queues, and implementing knowledge base solutions.

- Entitlements and SLAs : Defining and managing customer entitlements and Service Level Agreements.

- Scheduling Management : Configuring resource scheduling for service activities.

- Multi-Session Experiences : Understanding and configuring multi-session interfaces for efficient agent handling.

- Analytics and Insights : Leveraging Customer Service analytics and insights to improve service delivery.

- Microsoft Power Platform Management : Understanding and utilizing Power Platform components (Power Apps, Power Automate, Power BI) for extending Dynamics 365 CE capabilities.

- Connected Customer Service Management : Configuring and leveraging Connected Customer Service for proactive issue resolution.

- Routing Management : Configuring efficient case and work order routing rules.

- Collaboration & Communication : Work closely with functional consultants, project managers, and clients to understand business requirements and translate them into effective Dynamics 365 solutions.

- Documentation : Create and maintain clear and concise technical documentation for customizations and configurations.

- Continuous Learning : Stay up-to-date with the latest features and updates in Microsoft Dynamics 365 and related technologies.

Required Skills & Experience :

[Specify the desired years of experience in Microsoft Dynamics 365 CE customization and configuration.]

- Strong understanding of the core capabilities of Microsoft Dynamics 365 Customer Engagement applications (Sales, Marketing, Customer Service).

- Proven experience in customizing and configuring Dynamics 365 CE entities, forms, views, workflows, business rules, and security roles.

- Hands-on experience with Dynamics 365 Customer Insights - Journeys, including:

- Segment and preference management.

- Lead, contact, and account management within a marketing context.

- Marketing channel configuration.

- Customer journey design and execution.

- Event and webinar management.

- Familiarity with Dynamics 365 Customer Insights - Data, including:

- Data source integration.

- Data unification and matching concepts.

- Segment and measure creation.

- Understanding of principles for orchestrating personalized marketing messaging and delivering marketing insights using Dynamics 365 Customer Insights.

Experience in configuring and customizing Dynamics 365 Customer Service, including :

- Case and Knowledge Management configuration.

- Entitlement and SLA management.

- Scheduling configuration.

- Understanding of multi-session experiences.

- Leveraging Customer Service analytics and insights.

- Basic understanding of the Microsoft Power Platform (Power Apps, Power Automate, Power BI) and its integration with Dynamics 365.

- Familiarity with Connected Customer Service concepts and configuration (desirable).

- Experience with configuring routing rules in Dynamics 365 Customer Service.

- Excellent analytical and problem-solving skills.

- Strong communication (both written and verbal) and interpersonal skills.

- Ability to work independently and collaboratively within a team environment