Lead Software Engineer-Dynamics 365 Contact Center
About The Position
The Lead Software Engineer for Dynamics 365 Contact Center designs, develops, configures, and supports enterprise-scale customer engagement solutions built on Microsoft Dynamics 365 Contact Center, Dynamics 365 Customer Service, Power Platform, Azure, and integrated enterprise systems. The role leads technical design and implementation, defines development standards and architecture patterns, and produces technical specifications, solution diagrams, and integration designs. It provides technical guidance and mentorship to engineers, analysts, and consultants; evaluates Microsoft platform capabilities such as Copilot, AI agents, automation, and emerging contact center features; and reviews solution designs, code, configurations, and deployment plans. The role also builds custom applications, plugins, workflows, integrations, and automation using Microsoft Power Platform and .NET technologies. It plays a key part in troubleshooting and supporting complex, high-impact issues spanning multiple systems, teams, or technologies. H&R Block describes its purpose as helping and inspiring confidence in clients and communities. It highlights a culture built on strong relationships, continuous learning, and meaningful impact, and says it invests in associate well-being through competitive pay, benefits, and support for life inside and outside work.
Requirements
- Bachelor’s degree in a related field or equivalent through a combination of education and related work experience.
- 7+ years of software engineering experience.
- 5+ years implementing Microsoft Dynamics 365 solutions.
- 3+ years leading technical teams, projects, or enterprise platform implementations.
Nice To Haves
- Dynamics Customer Service or Dynamics Contact Center experience.
- Power Apps Component Framework (PCF) experience.
- Experience with AI-assisted development tools.
Responsibilities
- Lead the technical design and implementation of Dynamics 365 Contact Center solutions.
- Design end-to-end customer service and contact center solutions using Dynamics 365 Contact Center, Dynamics 365 Customer Service, Power Platform, Azure Services, and Microsoft Teams integrations.
- Define development standards, coding practices, and architecture patterns.
- Create technical specifications, solution diagrams, and integration designs.
- Provide technical guidance and mentorship to engineers, analysts, and consultants.
- Evaluate new Microsoft platform capabilities, including Copilot, AI agents, automation, and emerging contact center features.
- Review solution designs, code, configurations, and deployment plans.
- Build custom applications, plugins, workflows, integrations, and automation using Microsoft Power Platform and .NET technologies.
- Troubleshoot and support complex, high-impact issues spanning multiple systems, teams, or technologies.
Benefits
- Competitive pay and comprehensive benefits.
- Medical and prescription drug coverage for qualifying associates and eligible dependents.
- H&R Block Retirement Savings Plan (401(k) Plan).
- Employee Assistance Program.
- Virtual fitness center programs.
- Associate discount program.
- Business Travel Accident Insurance.
- Associate Tax Prep benefit.
- Potential eligibility to participate in incentive compensation or short-term incentive plans.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
