Microsoft Dynamics 365 Engineer

The ASPCA is committed to improving animal welfare and is seeking a Microsoft Dynamics 365 Engineer to enhance their CRM and Contact Center platform. This role involves technical support, system administration, and collaboration with internal and external stakeholders to develop custom solutions that align with the organization's goals.

Responsibilities:

• Serve as the internal technical owner and subject matter expert (SME) for the Dynamics 365 CRM and Contact Center platform, responsible for ongoing support, system maintenance, and driving continuous improvement and innovation aligned with business needs
• Participate in the final stages of Dynamics 365 CRM and Contact Center implementation, engaging in knowledge transfer sessions with external implementation partners to gain deep understanding of system configuration, customizations, and integrations
• Provide platform-level administration for Microsoft Dynamics 365, including environment configuration, integrations, AI feature enablement, and escalated technical troubleshooting
• Develop and maintain in conjunction with Technical Operations and Data team, custom workflows, plugins, Power Automate flows, Power Apps, and Power BI reporting and analytics solutions
• Support and maintain AI-powered features including Microsoft Copilot, Power Virtual Agents, and Contact Center AI capabilities (sentiment analysis, agent assistance, real-time transcription)
• Manage the Power Pages for client and clinic self-service portal functionality
• Maintain and support with Technical Operations, SharePoint integration for knowledge management and document storage
• Translate business requirements into well-architected solutions that best leverage the Dynamics 365 platform and products
• Serve as the primary point of contact for day-to-day user requests and administrative needs of users
• Provide technical support and troubleshooting for end users, including issue identification and resolution/escalation for bug fixes and 'how-to' assistance
• Coordinate with external vendors and Microsoft support for updates and technical support as needed
• Oversee user access, role-based security, and compliance with governance standards
• Develop and maintain thorough, up-to-date technical systems documentation
• Manage system performance, security, and data integrity across the Dynamics 365 environment
• Develop reports, dashboards, workflows, and processes to continuously monitor data quality and integrity
• Serve as technical liaison between the ASPCA Poison Control team and PDRS Enterprise Data Team for data and reporting requests
• Stay current with Microsoft updates and roadmap to recommend and implement new features to support business teams
• Complete other duties as assigned by manager

Requirements:

• Advanced proficiency with Microsoft Dynamics 365 platform (CRM and Contact Center modules), including out-of-the-box functionality and configuration
• Advanced proficiency with Power Platform (Power Automate, Power Apps, Power BI, Power Pages, Power Virtual Agents)
• Proficiency with JavaScript, C#, and Dynamics 365 SDK for custom development
• Proficiency with .NET Development and familiarity with SQL Server
• Proficiency developing and modifying systems including coding, testing, debugging, and documenting programs
• Proficiency with SharePoint Online administration and integration with Dynamics 365
• Considerable knowledge of software development life-cycle methodologies, SaaS, and IT best practices
• Strong understanding of CRM development principles and best practices
• Knowledge of relational databases, data modeling, and ETL processes
• Experience with Microsoft Copilot and AI-powered features within Dynamics 365 Contact Center
• Familiarity with Okta integration and identity management
• Familiarity with Stripe payment processor integrations
• Familiarity with Azure services, Azure Integration Services (AIS), APIs, and integration tools
• Familiarity with Azure DevOps tool and practices for D365 deployments
• Ability to exemplify ASPCA's core values, behavioral competencies, and commitment to diversity, equity, and inclusion
• High School Diploma or GED required
• 3+ years of hands-on experience with Microsoft Dynamics 365 (CRM and Contact Center modules)
• Must be available for off-hours support of mission critical applications
• Some travel to ASPCA locations and training sites (about 5% annually) may be required
• Experience working at a non-profit organization
• Experience with Agile development methodologies
• Experience serving as the technical point of contract for day-to-day user requests and administrative needs
• Experience with data migration and archival strategies
• Experience in creating standard operating procedures (SOP), translating business requirements into solutions, maintaining and updating tickets, creating incident reports, processing change requests, troubleshooting problems, etc
• Microsoft certifications (e.g., PL-400, MB-210, or PL-600) desired