Senior Dynamics CRM Developer (VoC)

We are seeking a Senior Dynamics CRM Developer (VoC) to join our team and lead the implementation and enhancement of the Voice of Customer (VoC) module within Microsoft Dynamics 365. This role focuses on capturing, analyzing and acting on customer feedback to improve utility service deliveries across water and electricity distribution, while serving as the key liaison between client business teams and IT departments.

With us, you can:

• Work on a flexible schedule remotely or from any of our comfortable offices or coworking spaces in Ukraine
• Receive the necessary equipment to perform your work tasks
• Change projects and technology stacks within EPAM
• Gain experience in various business domains (Insurance, E-commerce, Healthcare, Finance, Traveling, Media, Artificial Intelligence, and more)
• Relocation opportunities may be available for eligible candidates, depending on the role and openings at other EPAM locations
• Participate in volunteer, charity programs and communities (both technical and interest-based)

We focus on your professional growth:

• You can plan your individual career path together with your manager
• Receive regular feedback from colleagues
• Improve your English for free with certified teachers (Speaking Clubs, client interview preparation courses, etc.)
• Get the opportunity to undergo free training and certification in MS Dynamics, AI, Power Platform, Azure and many others
• Use the internal E-learn training program (18,200+ specialized training and mentoring programs)
• Access corporate accounts on LinkedIn Learning, Get Abstract and other partner resources
• Study Engineering Excellence and AI Productivity training
• Study at EPAM Solution Architecture School with the instructors who are practicing architects
• Develop as a leader, join the Delivery Management, Resource Management, Leadership Essentials school and more
• Participate in internal communities (500+ meetups, technical discussions, brainstorming sessions, online events and conferences annually), including Power Platform and Copilot Studio communities

Responsibilities

• Develop and maintain the Voice of Customer (VoC) module within Microsoft Dynamics 365 to capture, analyze and act on customer feedback
• Enhance utility service deliveries across water and electricity distribution through tailored CRM solutions
• Implement various feedback mechanisms including surveys, focus groups and direct customer interaction
• Gather and translate deep understanding of customer needs, preferences and pain points into actionable system improvements
• Support the utility provider in making informed decisions that align with customer expectations
• Act as the front person for client business team communication, including Customer Services, Water and Electricity department representatives
• Collaborate closely with the IT department, including Service Desk, to ensure smooth delivery and operational support
• Provide technical guidance and recommendations to align CRM capabilities with business goals

Requirements

• 3+ years of experience as a Dynamics CRM Developer
• Expertise in the Voice of Customer (VoC) module within Microsoft Dynamics 365
• Proficiency in Microsoft Power Platform
• Skills in customer communications and stakeholder engagement
• Capability to act as a liaison between business and IT teams in a utility services environment
• English proficiency at B2 level or higher

Nice to have

• Familiarity with ITIL Operational Support and Analysis
• Knowledge of Scrum