Aptly Technology - Microsoft Dynamics 365 CE Customization Specialist

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
  
  

(ref:hirist.tech)