Microsoft Dynamics 365 Developer

SAIC • Washington, DC

1d

About The Position

SAIC is looking for a Microsoft Dynamics 365 Developer 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.

Requirements

• Microsoft Dynamics 365 Customer Service
• Omnichannel for Customer Service
• Unified Routing
• Dynamics Contact Center telephony integrations
• Power Platform
• Copilot Studio
• Power Apps
• Power Automate
• Copilot Virtual Agents
• Custom connectors
• Plugins
• Custom workflow activities
• JavaScript
• PCF controls
• Azure Communication Services
• Teams Phone
• ServiceNow

Responsibilities

• Design, configure, and customize Dynamics 365 Customer Service, including Entities, Forms, Views, Business Rules, Workflows, and Power Automate flows.
• 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).
• Key role in the migration of legacy Call Center telephony solutions into Dynamics 365 Contact Center integrated with Dynamics 365 Customer Service.
• Build custom components using Power Platform and Copilot Studio, including Power Apps, Power Automate, Copilot Virtual Agents, and custom connectors.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed