Req ID: 350741
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a MS Dynamics CRM Lead - Customer Service to join our team in Bangalore, Karnātaka (IN-KA), India (IN).
"Role
Own complex delivery on the Customer Service stack in Dynamics 365. Lead design and hands-on implementation of extensible features, integrations, and automations; enforce ALM/CI-CD and best practices across multiple environments and teams.
Responsibilities
Deliver end-to-end features in Customer Service: Case/Queue/Routing, Omnichannel for Customer Service (voice/chat/digital), Customer Service Workspace, Knowledge, SLAs/Entitlements, Timeline/Activities, Email/Templates, Macros & Agent Scripts.
Design and implement customizations: Model-driven Power Apps, Dataverse schema (tables, relationships), forms/views/business rules, JavaScript/TypeScript form scripting, PCF (React/TS), plugins/custom workflow actions (.NET/C#), and Power Automate flows.
Integrate with enterprise systems (Azure Functions/Service Bus/Logic Apps, API Mgmt, CTI via Channel Integration Framework); ensure secure, scalable contracts and error handling.
Set up and govern solution layering (managed/unmanaged), ALM, and CI/CD (Azure DevOps/GitHub) across Non-Prod → Prod; implement automated tests and quality gates.
Drive performance, telemetry, and supportability (Application Insights, diagnostics), and data/security model (roles, teams, field-level security, auditing).
Champion Copilot and AI features (summarization, suggested replies, case classification) and responsible-AI usage.
Mentor engineers, review PRs, create technical specs/decision records, and collaborate with Product, Architecture, and Support.
Requirements
10+ years building on Dynamics 365/Dataverse, with deep Customer Service & Omnichannel delivery; strong .NET/C#.
Expert in Power Platform (Power Apps, Power Automate), PCF (React/TS), plugins/workflows, JavaScript/TypeScript.
Proven integrations with Azure services (Functions, Service Bus/Events, Logic Apps), CIF/CTI, and enterprise identity.
Hands-on ALM/CI-CD for D365 solutions (solution pack/unpack, environment strategy, automated deployments, test automation).
Strong stakeholder leadership, troubleshooting at scale, and documentation."
About NTT DATA
NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,
NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .
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