Microsoft Dynamics Developer

Booz Allen Hamilton•Bethesda, MD

1d•Remote

About The Position

As a Dynamics 365 Contact Center Developer, you will design, configure, and extend Microsoft Customer Service and Omnichannel capabilities, while integrating modern AI and Copilot features that enhance routing, case handling, agent assist, and customer experience. You’ll build and optimize core customer service workflows, Dataverse components, routing logic, and agent workspace experiences that support multi‑tier contact center operations across the enterprise. You’ll also help shape the contact center of the future by incorporating genera AI into day‑to‑day service delivery. This includes building AI‑assisted experiences, controlled topics, intent models, knowledge grounding, conversation summarization, and automation patterns that improve agent efficiency and reduce operational burden. You’ll work with analysts, contact center SMEs, architects, and data teams to translate operational requirements into scalable CRM configuration, AI‑enabled workflows, and compliant implementation patterns. Your combined CRM and AI expertise will accelerate modernization and elevate the service experience across Centers.

Requirements

5+ years of experience configuring Dynamics 365 Customer Service or Omnichannel, including forms, views, business rules, SLAs, queues, routing, and case processes
5+ years of experience designing or enhancing applications using Power Platform, including Dataverse, model‑driven apps, Power Pages, and canvas apps
Experience configuring or extending Dataverse tables, relationships, security roles, automation, or workflows
Experience implementing routing rules, workstreams, session templates, agent‑workspace components, or interaction handling workflows
Experience working with business stakeholders to document requirements, map customer service workflows, and design optimized processes
Experience with Power Automate or tools to support automation, integrations, or process orchestration
Ability to work within Agile delivery teams
Bachelor's degree

Nice To Haves

Experience with Copilot Studio, conversational AI, intent classification, agent assist prompts, adaptive cards, or generative orchestration
Experience building AI‑enabled workflows such as interaction summaries, recommended actions, knowledge grounding, or automated routing suggestions
Experience designing customer‑experience journeys or optimizing contact center workflows using AI insights or automation
Experience with additional coding languages or integration patterns such as JavaScript or APIs

Responsibilities

Design, configure, and extend Microsoft Customer Service and Omnichannel capabilities.
Integrate modern AI and Copilot features that enhance routing, case handling, agent assist, and customer experience.
Build and optimize core customer service workflows, Dataverse components, routing logic, and agent workspace experiences.
Incorporate generative AI into day-to-day service delivery, including building AI-assisted experiences, controlled topics, intent models, knowledge grounding, conversation summarization, and automation patterns.
Translate operational requirements into scalable CRM configuration, AI-enabled workflows, and compliant implementation patterns.
Work within Agile delivery teams to design, configure, test, and validate CRM and AI-enabled capabilities.