We are looking for an experienced
Microsoft Dynamics 365 Customer Service and Sales professional
with strong
functional and technical (development)
expertise. The candidate will be responsible for designing, implementing, customizing, and supporting Dynamics 365 Customer Service and Sales solutions, while leveraging
Power Platform, Dataverse, and JavaScript
. The role requires strong understanding of
non-functional aspects
such as performance, security, and scalability, along with exposure to
Marketing module
and system integrations. Experience in API and backend development is a strong advantage.
Key Responsibilities
Dynamics 365 Customer Service & Sales (Core)
Design, configure, and implement Dynamics 365 Customer Service and Sales solutions including:
Cases, Queues, SLAs, Entitlements, Knowledge Articles
Customer Service Hub
Leads, Opportunities, Accounts, Contacts, Activities, and Forecasting
Customize forms, views, dashboards, business process flows, and commands
Support end-to-end implementation, enhancements, upgrades, and production support
Functional & Technical Development
Translate business requirements into scalable D365 solutions
Perform custom development using:
JavaScript (form scripting, validations, ribbon customization)
Plugins, Workflows, Business Rules
Power Automate flows
Design and manage Dataverse:
Tables, relationships, security roles, field-level security
Address non-functional requirements such as performance, security, data integrity, and maintainability
Power Platform
Build and customize Model-Driven Apps and Canvas Apps using Power Apps
Develop automation using Power Automate
Manage solutions, environments, and deployment pipelines
Follow Power Platform governance and best practices
Cross-Module & Marketing Integration
Working knowledge of Dynamics 365 Marketing
:
Customer journeys, segments, marketing forms, and email campaigns
Understand and support data flow between:
Customer Service, Sales, and Marketing modules
Collaborate with business teams to ensure end-to-end CRM process alignment
Integrations & APIs (Good to Have)
Design and implement integrations using:
Dynamics 365 Web API / REST APIs
Third-party system integrations
Backend/API development experience (any of the following is a plus):
.NET, Java, Node.js
Knowledge of authentication mechanisms (OAuth, Azure AD)
Experience with Azure integration services (Functions, Logic Apps, Service Bus – preferred)
Mandatory Skills
5+ years of hands-on experience with Microsoft Dynamics 365
Strong expertise in Customer Service and Sales modules
Experience in both functional consulting and technical development
Strong hands-on experience with:
Power Apps
Dataverse
JavaScript
Good understanding of CRM security model and ALM practices
Ability to work closely with business stakeholders and technical teams
Good to Have
API and backend development experience
Experience with Customer Service Insights
Azure services and integration patterns
Microsoft Dynamics / Power Platform certifications
Soft Skills
Strong problem-solving and analytical skills
Excellent communication and stakeholder engagement
Ability to work independently and in Agile teams
Attention to detail and ownership mindset
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