Job Title: T&T- Customer - Customer Strategy & Design | MS Dynamics 365 | Delhi |-Senior Analyst
Your potential, unleashed.
India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders, and organizations shaping the future of the region, and indeed, the world beyond.
At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.
The Team
Deloitte’s Technology & Transformation practice can help you uncover and unlock the value buried deep inside vast amounts of data. Our global network provides strategic guidance and implementation services to help companies manage data from disparate sources and convert it into accurate, actionable information that can support fact-driven decision-making and generate an insight-driven advantage.
Key Responsibilities
Configure Dynamics 365 Customer Service modules, including case management and agent UI enhancements.
Assist in extending Copilot Studio for conversational automation and agent assist features.
Support CIF v2.0 configuration for CTI integrations and troubleshoot integration issues.
Collaborate on ACS integration for omnichannel communication (voice, chat, SMS).
Design and maintain Dataverse data models for contact center operations.
Develop simple Power Apps and automate workflows using Power Automate.
Ensure compliance with security roles and assist in OAuth-based integrations.
Work with developers and QA teams to validate customizations and integrations.
Document processes and contribute to knowledge base for ongoing support.
Required Skills & Qualifications
B. Tech / B.E. / MCA or equivalent degree.
2-3 years for Analyst and 3 - 5 years (Senior Analyst) of experience in Dynamics 365 development, with strong expertise in Customer Service and Contact Center modules.
Hands-on experience with:
Microsoft Dataverse
Power Apps
Power Automate
Azure Communication Services (ACS)
Copilot Studio
Channel Integration Framework (CIF) v1.0 & v2.0
Familiarity with CIF and CTI integrations is an advantage.
Good understanding of REST APIs, JSON, and security concepts.
Strong problem-solving and communication skills.
Certifications
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Microsoft Certified: Power Platform Developer Associate
How you’ll grow
Connect for impact
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Drive your career
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