MS Dynamics CRM Lead - Customer Service

MS Dynamics CRM Lead - Customer Service

Role
Own complex delivery on the Customer Service stack in Dynamics 365. Lead design and hands-on implementation of extensible features, integrations, and automations; enforce ALM/CI-CD and best practices across multiple environments and teams.

Responsibilities

Deliver end-to-end features in Customer Service: Case/Queue/Routing, Omnichannel for Customer Service (voice/chat/digital), Customer Service Workspace, Knowledge, SLAs/Entitlements, Timeline/Activities, Email/Templates, Macros & Agent Scripts.

Design and implement customizations: Model-driven Power Apps, Dataverse schema (tables, relationships), forms/views/business rules, JavaScript/TypeScript form scripting, PCF (React/TS), plugins/custom workflow actions (.NET/C#), and Power Automate flows.

Integrate with enterprise systems (Azure Functions/Service Bus/Logic Apps, API Mgmt, CTI via Channel Integration Framework); ensure secure, scalable contracts and error handling.

Set up and govern solution layering (managed/unmanaged), ALM, and CI/CD (Azure DevOps/GitHub) across Non-Prod → Prod; implement automated tests and quality gates.

Drive performance, telemetry, and supportability (Application Insights, diagnostics), and data/security model (roles, teams, field-level security, auditing).

Champion Copilot and AI features (summarization, suggested replies, case classification) and responsible-AI usage.

Mentor engineers, review PRs, create technical specs/decision records, and collaborate with Product, Architecture, and Support.

Requirements

10+ years building on Dynamics 365/Dataverse, with deep Customer Service & Omnichannel delivery; strong .NET/C#.

Expert in Power Platform (Power Apps, Power Automate), PCF (React/TS), plugins/workflows, JavaScript/TypeScript.

Proven integrations with Azure services (Functions, Service Bus/Events, Logic Apps), CIF/CTI, and enterprise identity.

Hands-on ALM/CI-CD for D365 solutions (solution pack/unpack, environment strategy, automated deployments, test automation).

Strong stakeholder leadership, troubleshooting at scale, and documentation.

Experience Level

Senior Level