MS CRM Lead Consultant

We are looking for an experienced Dynamics 365 Developer with deep expertise in Customer Service Workspace with Contact Center (CSW) and Customer Insights Journeys (CI) to design develop and implement scalable CRM solutions.

This role requires hands-on experience in configuring and customizing CSW components such as Voice and Chat channel setup Workstreams Session templates Agent Scripts and Macros as well as CI components such as Real-time marketing journeys Segments Email Templates Compliance profiles Event Management and in general integrations and Power Platform tools.

The consultant will be responsible for delivering high-quality solutions in collaboration with technical and business teams. This position involves hands-on development and coordination across multiple workstreams to ensure successful project outcomes.

Key Responsibilities:

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.
• Should work on the tools Plugin Registration Configuration Migration Tool Package Deployer
• Work collaboratively with business analysts architects and functional consultants in delivering technical solutions.
• Drive solution design sessions and technical workshops for Field Service features.
• Ensure alignment with best practices for D365 CE and the Power Platform.
• Provide leadership during go-live phases and support transition to post-production environments.
• Own the DevOps practices for solution management branching strategies and CI/CD pipelines.
• Lead task allocation and provide technical oversight to ensure timely and quality delivery across the development team
• Conduct code reviews and enforce coding standards to maintain high-quality maintainable and scalable solutions.
• Create and maintain technical documentation ensuring smooth knowledge transfer and support readiness

Qualifications :

Qualifications:

Bachelors degree in engineering or MCA.

7 10 years of experience and minimum 5 years of experience with Dynamics 365.

Process Skills:

• Ability to analyze business needs and design scalable quality-driven CRM solutions.
• Experience working with Agile and DevOps methodologies including backlog grooming and sprint reviews.
• Proficient in using Azure DevOps for work tracking automated deployments and CI/CD pipelines.
• Able to follow structured processes for documentation quality checks and change management.
• Comfortable in delivering work that aligns with enterprise-grade security and compliance standards.

Added Skills:

• Hands-on experience in Power Platform including Power Apps and Power Pages.
• Build and deploy PCF (PowerApps Component Framework) controls for custom UI components.
• Work on Azure DevOps for source control build automation and release pipelines.
• Strong knowledge on Azure Services like Function App Service bus API Management App Services Key Vault.
• Experience on D365 Modules Sales and Field Service
• Hand-on Experience on React Framework for developing web resource
• Certifications on Microsoft Dynamics and Azure

Additional Information :

Get to know more about how we work at Bosch and our new open positions on our social networks:

• Facebook: Bosch Talento México
• Instagram: Bosch Campus México
• LinkedIn: Bosch México

All of our vacancies are eligible for relocation financial support* based on internal mobility policy 0085.

Applicable vacancy for referral program   

Remote Work :

No

Employment Type :

Full-time