Job Description

We are seeking an experienced MS Dynamics CRM (Dynamics 365 CE) Consultant with strong hands‑on expertise in Contact Center, Omnichannel OR Customer Service, and/or Unified Routing The ideal candidate will drive solution design, configuration, integration, and end‑to‑end testing of customer service and interaction management features within Microsoft Dynamics 365.

Key Responsibilities

1. MS Dynamics CRM / Dynamics 365 CE

Configure and customize Dynamics 365 Customer Engagement modules.

• Implement and support Customer Service, Case Management, Queues, SLAs, Routing Rules, and Workflows
• Build UI customizations, business rules, forms, and entities based on business requirements.

2. Omnichannel for Customer Service

Configure Omnichannel capabilities, including:

• Live chat
• Voice channel
• SMS & WhatsApp (if applicable)
• Social channels
• Agent experience profiles
• Workstreams and conversation flows
• Set up agent scripts, macros, smart assist, and session templates

3. Unified Routing

• Configure Unified Routing for automatic work item assignment.
• Set up routing rules, classification models, queues, and capacity profiles.
• Enable and optimize work distribution models across channels.

4. Contact Center Integration

• Work with telephony integration platforms such as:
• Azure Communication Services
• Webchat/Voice channels
• CTI tool integrations
• Support the implementation of intelligent call routing and agent desktop features.

5. Solution Design & Documentation

• Gather requirements and translate business needs into CRM functional solutions.
• Prepare solution documentation, configuration guides, and user documentation.
• Participate in design reviews, impact analysis, and architectural discussions.

6. Testing & Deployment

• Create and execute unit tests, integration tests, and UAT support.
• Assist in deployment activities across multiple environments.
• Ensure solution stability, performance, and adherence to best practices.

Requirements

Required Experience

6–12 years of experience in MS Dynamics CRM / Dynamics 365 CE

Strong experience in Omnichannel for Customer Service, Contact Center, or Unified Routing

Plugins and Custom Workflow Activities (C#) – optional but beneficial.

Good to have

Hands-on experience with Power Platform (Power Automate, Power Apps).

Knowledge of Chatbots / Virtual Agents (Power Virtual Agents)

Exposure to Azure components: Functions, ACS, Event Hub, etc

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.

https://www.capgemini.com/us-en/about-us/who-we-are/