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:

• 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 :