About this role
Company Description
Bosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading global supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 27,000+ associates, it’s the largest software development center of Bosch, outside Germany, indicating that it is the Technology Powerhouse of Bosch in India with a global footprint and presence in the US, Europe and the Asia Pacific region.
Job Description
Customer Service Workspace & Contact Center:
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Develop end-to-end implementation and configuration of Dynamics 365 Customer Service Workspace (Contact Center).
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Configure Session Templates, App Tabs, and Agent Scripts for guided agent experiences.
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Develop and deploy Plugins, Custom Workflows, and Web Resources using C#, JavaScript, TypeScript and react.
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Implement features like Knowledge Management, Smart Assist, SLA Management, and Unified Routing.
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Set up Omnichannel for voice, chat, SMS, and social channels using Channel Integration Framework (CIF).
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Configure Case Management, Entitlements, Queues, and Routing rules.
Customer Insights – Journeys:
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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.
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Build and manage segments using demographic, behavioural, and transactional data to drive personalized customer interactions.
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Configure Email and SMS Provider.
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Create and customize marketing emails, SMS campaigns, push notifications, and event registrations.
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Implement and manage consent and compliance settings, including subscription centres and compliance profiles.
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Configure and maintain marketing forms, landing pages, and web behavioural tracking to support lead capture and engagement analytics.
General:
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Develop and deploy Plugins, Custom Workflows, and Web Resources using C#, JavaScript, and TypeScript.
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Integrate external systems using Azure Functions, Service Bus, Logic Apps, or REST APIs.
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Develop Power Automate flows to support process automation and approvals.
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Collaborate with business teams to gather requirements and translate into functional solutions.
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Apply robust security models including Business Units, Security Roles, Field-Level Security, and Access Teams.
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Enable Copilot and AI capabilities to support agent productivity and customer insights.
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Use Git/Azure DevOps for version control, branching strategy, and source code management.
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Should implement Unit Tests for plugins, web resource, function apps using frameworks like FakeXrmEasy or MSTest.
Qualifications
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Educational qualification:
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B.E/B.Tech
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Experience :
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1- 2 Years
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Mandatory/requires Skills :
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CRM, DevOps
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Preferred Skills :