Key responsibilities:

Design, develop, configure, and support Microsoft Dynamics 365 Customer Service / Contact Centre solutions.
Develop omnichannel customer-service capabilities across voice, chat, messaging, and digital channels.
Configure routing, queues, agent experiences, workstreams, SLAs, and case-management processes.
Build customizations using Dataverse, Power Apps, Power Automate, JavaScript/TypeScript, C#/.NET and APIs.
Integrate Dynamics 365 with enterprise applications and contact-center platforms.
Implement automation and AI-assisted customer-service capabilities.
Develop and maintain integrations using REST APIs, web services, Azure services, or equivalent integration technologies.
Perform coding, unit testing, debugging, deployment, production support, and performance optimization.
Build/support CI/CD and DevOps processes for contact-center applications.
Collaborate with business, product, architecture and IT teams to translate requirements into technical solutions.
Ensure scalability, availability, security and reliability for customer-facing contact-center systems.

Microsoft Dynamics 365 Contact Centre Developer

Key skills