Application Developer-Microsoft Dynamics 365 Customer Engagement

About the Role

We are looking for a Dynamics 365 Contact Center Developer with hands-on experience in Omnichannel for Customer Service and Copilot/AI-powered capabilities. You will build and support contact center solutions on Microsoft Dynamics 365 and Azure, manage releases across environments, and ensure secure, reliable integrations with enterprise applications.

Key Responsibilities

• Design, configure, and support Microsoft Dynamics 365 Contact Center and Omnichannel for Customer Service solutions
• Implement and enable Copilot and AI-powered capabilities to improve agent productivity and customer experience
• Build cloud-native solutions on Azure using App Services, Azure Functions, and Logic Apps
• Manage Dynamics 365 solution deployment, release management, and CI/CD across Development, UAT, and Production environments using Azure DevOps
• Develop and consume REST APIs for enterprise application integrations
• Implement authentication using Azure AD and OAuth
• Configure and manage security roles, access management, and RBAC, and apply application security best practices
• Provide production support, troubleshoot incidents, and perform root cause analysis
• Work in an Agile/Scrum team, participating in sprint planning, reviews, and retrospectives
• Document configurations, designs, and deployment procedures

Required Qualifications

• \[X]+ years of experience with Microsoft Dynamics 365 Customer Service
• Hands-on experience with Dynamics 365 Contact Center and Omnichannel for Customer Service
• Experience with Copilot / AI-powered capabilities in Dynamics 365
• Experience with Microsoft Azure: App Services, Azure Functions, Logic Apps, Azure DevOps, and cloud-native development
• Experience with solution deployment, release management, and CI/CD across Dev, UAT, and Production
• Knowledge of REST APIs, Azure AD/OAuth authentication, and enterprise integrations
• Experience with security roles, access management, RBAC, and application security
• Strong troubleshooting, production support, and problem-solving skills
• Experience working in Agile/Scrum environments

Preferred Qualifications

• Experience with Power Platform (Power Automate, Power Apps)
• C# and .NET experience, including plugins and custom extensions
• Knowledge of telephony/CTI integrations and channels such as voice, chat, SMS, and social messaging
• Familiarity with Azure Communication Services or Copilot Studio
• Microsoft certifications (MB-230, MB-280, PL-400, AZ-204\)
• Banking or financial services domain experience

Tools \& Technologies

• CRM \& Contact Center: Dynamics 365 Customer Service, Contact Center, Omnichannel, Copilot
• Azure: App Services, Azure Functions, Logic Apps, Azure AD
• DevOps: Azure DevOps, CI/CD pipelines, solution management
• Integration \& Security: REST APIs, OAuth, RBAC, security roles

Benefits

• Paid sick time
• Paid time off
• Provident Fund

Work Location

In person