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Schedule Interview NowMy name is Muhammad R. and I have over 10 years of experience in the tech industry. I specialize in the following technologies: Microsoft Dynamics Development, Microsoft Dynamics CRM, Azure App Service, Microsoft Dynamics 365, Microsoft PowerApps, etc.. I hold a degree in Master of Computer Science (MSCS). Some of the notable projects I’ve worked on include: Central Bank UAE – Enforcement System Automation & Integration, D365 Marketing Integration with Twilio for SMS & WhatsApp – DoH UAE, Dynamics 365 Field Service Automation for Mobility Giant (UK), D365 Field Service Training Tasks – Work Orders to Mobile App Usage, AI Chatbot for Appointment Booking – Copilot Studio & Contact Center, etc.. I am based in Lakki Marwat, Pakistan. I've successfully completed 12 projects while developing at Softaims.
I am a business-driven professional; my technical decisions are consistently guided by the principle of maximizing business value and achieving measurable ROI for the client. I view technical expertise as a tool for creating competitive advantages and solving commercial problems, not just as a technical exercise.
I actively participate in defining key performance indicators (KPIs) and ensuring that the features I build directly contribute to improving those metrics. My commitment to Softaims is to deliver solutions that are not only technically excellent but also strategically impactful.
I maintain a strong focus on the end-goal: delivering a product that solves a genuine market need. I am committed to a development cycle that is fast, focused, and aligned with the ultimate success of the client's business.
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Systems Limited
As CRM Technical Consultant, I automated and enhanced complaint resolution for Central Bank UAE’s Tawteen program. Modernized workflows ensured SLA compliance across banking complaints. Developed custom plugins, APIs and workflows in Dynamics 365. Integrated CRM with IBM ESB middleware for seamless data sync and real-time updates. Created SLA dashboards and alert triggers to prevent breaches. Reduced resolution time from 3 days to under 7 hours while enabling audit trails, compliance reporting, and escalations. Connected CRM Custom APIs with external system for bidirectional communication.
Integrated SMS & WhatsApp channels into Dynamics 365 Marketing for the Department of Health UAE using Twilio. Built secure message workflows via C# plugins, custom APIs, and Power Automate. Customized Dataverse entities, authentication flows, and security roles for compliance. Enabled real-time customer outreach, campaign triggers, and segmentation. Improved lead nurturing and multichannel engagement, boosting campaign reach, automation, and marketing effectiveness across all journeys.
I delivered a complete Field Service optimization solution for Mobility Giant, a leading UK-based mobility scooter provider. The goal was to streamline scheduling, route planning, and dispatch through Dynamics 365 Field Service and external APIs. Integrated Dynamics 365 Field Service with OptimoRoute API using Azure Functions for real-time route planning. Designed custom plugins for resource booking triggers and exception handling. Reduced manual planning by 10+ hours per week. Improved technician productivity by 25% and cut dispatch errors by 40%.
As part of my organization’s formal training program, I completed a comprehensive Dynamics 365 Field Service task series covering key operational areas. Tasks included work order creation and closure, incident setup, agreement and booking configuration, manual scheduling, warehouse and inventory management, and Field Service Mobile installation and usage. My submission was among the first to be completed, demonstrating deep understanding and efficient execution across the module’s lifecycle.
Created a healthcare chatbot using Copilot Studio for ABC Hospital and integrated it with Dynamics 365 Contact Center. The bot handles doctor appointment bookings, cancellations, and general queries. When required, it transfers the conversation to a live agent, who can also initiate voice calls within the chat. The bot is deployed on a Power Pages website, providing a full demo of its working and real-time engagement.
Master of Computer Science (MSCS) in Computer science
2011-01-01-2014-01-01