CRM Junior Engineer with Devops at Robert Bosch Venture Capital

Job Description

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.

Qualifications

Educational qualification

B.E/B.Tech

Experience

1- 2 Years

Mandatory/requires Skills

CRM, DevOps

Preferred Skills