Ensuring customer cylinder balances and rental bills are accurate as Customer Experience Cylinder Control Specialist at Airgas, an industrial gas supplier. Collaborating with several teams for effective operations and problem resolution.
SI
Hybrid Microsoft Dynamics 365 CE CRM Developer – Customer Service
Posted 4 months ago
About the role
- MS Dynamics 365 CE CRM Developer focusing on customer service and omnichannel solutions. The role involves integration and configuration of Dynamics 365 CE systems for the Pennsylvania Turnpike Commission.
Responsibilities
- Configure and develop Microsoft Dynamics 365 CE CRM solutions based on Agile sprint tasks.
- Implement Customer Service & Omnichannel features — Channels, Workstreams, Unified Routing, etc.
- Integrate Dynamics 365 CE with Contact Center, ERP (SAP), payment gateways, self-service portals, and mobile apps.
- Support Functional Leads in defining integration requirements.
- Ensure seamless data flow, performance, and user experience across integrated systems.
- Lead and support training, adoption, change management, and post-go-live optimization.
- Build CI/CD pipelines aligned with PTC standards and SDLC practices.
- Prepare detailed documentation including designs, test scripts, impact analysis, and best practices.
Requirements
- 5+ Years Dynamics 365 Customer Service (Omnichannel, Unified Routing)
- 3+ Years Successfully delivered Dynamics CE implementations for high-volume contact centers
- 2+ Projects Contact Center integrations (Telephony, IVR, Web Portals, Mobile Apps)
- Required ERP & Payment Gateway Integrations
- Required Agile methodology experience
- Required Proficiency: MS Office 365, Azure DevOps Test Module
- Required Bachelor’s in Business Mgmt / Information Systems
- Required Certifications: MB-910, MB-200, PL-100, MB-230, PL-400
- Preferred (Working Toward): PL-200, PL-600, MS Dynamics Fast Track Architect, MVP
Benefits
- Flexible work from home options
- Orientation day onsite required (equipment pickup – no reimbursement)
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