Company DescriptionBosch Global Software Technologies Private Limited is a 100% owned subsidiary of Robert Bosch GmbH, one of the world's leading general supplier of technology and services, offering end-to-end Engineering, IT and Business Solutions. With over 22,700 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 DescriptionWe are looking for an experienced Dynamics 365 Developer with deep expertise in Customer Service Workspace with Contact Center (CSW) and Customer Insights – Journeys (CI) to design, develop, and implement scalable CRM solutions.
This role requires hands-on experience in configuring and customizing CSW components such as Voice and Chat channel setup, Workstreams, Session templates, Agent Scripts and Macros, as well as CI components such as Real-time marketing journeys, Segments, Email Templates, Compliance profiles, Event Management and in general integrations,



and Power Platform tools.
The consultant will be responsible for delivering high-quality solutions in collaboration with technical and business teams. This position involves hands-on development and coordination across multiple workstreams to ensure successful project outcomes.
Key Responsibilities:
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,

📌 MS CRM Lead Consultant (Guadalajara)
🏢 Bosch Group
📍 Guadalajara