Microsoft Dynamics 365 Contact Center Engineer
About The Position
SAIC is looking for a Dynamics 365 Contact Center Engineer, responsible for designing, building, customizing, and integrating solutions within the Microsoft Dynamics 365 Customer Service ecosystem, including Omnichannel for Customer Service, Unified Routing, and Dynamics Contact Center telephony integrations. This role works closely with business stakeholders, product owners, and IT teams to further modernize customer support operations, streamline case management, and deliver world‑class service experiences. This is a Hybrid role requiring 3 days onsite in Washington, DC and 2 days remote.
Requirements
- Designing, building, customizing, and integrating solutions within the Microsoft Dynamics 365 Customer Service ecosystem
- Experience with Omnichannel for Customer Service
- Experience with Unified Routing
- Experience with Dynamics Contact Center telephony integrations
- Experience with third‑party telephony and contact center platforms (e.g., Azure Communication Services, Teams Phone, Copilot Studio IVR Agents, Power Apps, Logic Apps, ServiceNow)
- Experience with plugins, custom workflow activities, JavaScript, and PCF controls
- Troubleshooting issues related to Customer Service Hub, Omnichannel, routing, capacity, and telephony integrations
- Knowledge of security, compliance, data governance, and performance best practices
- Ability to produce technical documentation, solution diagrams, and release artifacts
- Ability to gather requirements and translate them into technical designs
Responsibilities
- Key role in the migration of legacy Call Center telephony solutions into Dynamics 365 Contact Center integrated with Dynamics 365 Customer Service
- Implement, configure, and optimize Omnichannel for Customer Service and Dynamics Contact Center, including channels such as voice, chat, and SMS
- Develop and maintain integrations with third‑party telephony and contact center platforms (e.g., Azure Communication Services, Teams Phone, Copilot Studio IVR Agents, Power Apps, Logic Apps, ServiceNow)
- Implement Unified Routing, queues, SLA/KPI tracking, and knowledge management features
- Develop plugins, custom workflow activities, JavaScript, and PCF controls as needed
- Troubleshoot issues related to Customer Service Hub, Omnichannel, routing, capacity, and telephony integrations
- Ensure solutions adhere to security, compliance, data governance, and performance best practices
- Produce technical documentation, solution diagrams, and release artifacts
- Partner with business units to gather requirements and translate them into technical designs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
