Role Summary

We’re on the lookout for a Dynamics 365 CRM Developer with hands-on experience in Omnichannel capabilities to help build, extend, and support next-generation customer engagement platforms. Based in Dubai, you’ll join a forward-thinking digital team working on enterprise-level CRM solutions that unify customer journeys across multiple touchpoints, including chat, email, voice, and social.

This is a key technical role for someone who thrives in a fast-paced environment and enjoys working at the intersection of customer experience, CRM, and enterprise-grade technologies.

Your Day-to-Day

• Design, customize, and extend Microsoft Dynamics 365 Customer Engagement (CE) solutions, with a focus on Omnichannel for Customer Service.
• Integrate communication channels (e.g., live chat, voice, WhatsApp, social media) using D365 Omnichannel and related tools.
• Develop custom plugins, workflows, Power Automate flows, and integrations with external systems via APIs and connectors.
• Translate business requirements into technical specifications, solution architectures, and user-friendly implementations.
• Work with customer service, sales, and IT teams to support smooth CRM adoption and enhancements.
• Ensure performance, scalability, and security best practices are followed in all D365 components.
• Maintain documentation for all customizations and configurations, and support UAT and deployment phases.
• Stay up to date with D365 platform updates, Microsoft Power Platform tools, and evolving customer engagement trends.

What You’ll Bring

• 3–6 years of experience working with Microsoft Dynamics 365 CRM (Customer Engagement).
• Proven hands-on experience with D365 Omnichannel for Customer Service, including channel configuration, agent experience, and case routing.
• Proficiency in Power Platform components like Power Automate, Power Apps, and Dataverse.
• Strong development experience with JavaScript, C#, .NET, and Dynamics SDK.
• Familiarity with Azure services, RESTful APIs, and authentication protocols (OAuth, ADX, etc.).
• Solid understanding of relational data models, CRM architecture, and customer lifecycle processes.
• Experience working in agile environments and using DevOps for CI/CD pipelines.

Nice to Have

• Microsoft Certifications (e.g., PL-400, MB-230, or similar).
• Experience with voice channel integrations (e.g., Azure Communication Services, Genesys, Twilio, etc.).
• Exposure to customer analytics or sentiment tracking within D365 or third-party integrations.
• Understanding of data privacy compliance relevant to the UAE or GCC region.
• Experience in telecom, banking, public sector, or retail CRM projects in the Middle East.

What’s On Offer

• Competitive tax-free salary and performance bonus
• Opportunity to work on high-impact digital transformation programs
• Career growth within a supportive, technically-savvy team
• Modern work environment and tools
• Visa and relocation support if relocating to Dubai