Dynamics 365 CRM Developer - Contact Center Technology
Role details
Job location
Tech stack
Job description
Fusion HCR is seeking a Dynamics 365 CRM Developer to support a large-scale Contact Center technology environment within a premier hospitality organization. This role will focus on the design, development, and optimization of Dynamics 365 Customer Service and Contact Center (Omnichannel) solutions, tightly integrated with telephony systems and automation platforms. This is a hands-on engineering role supporting high-visibility, customer-facing systems that directly impact agent productivity and guest experience. The ideal candidate brings strong experience across Dynamics 365, contact center platforms, integrations, and Azure-based data services, with the ability to partner closely with business and operations teams., Dynamics 365 CRM Development
- Design, configure, and develop solutions within Dynamics 365 Customer Service & Contact Center (Omnichannel)
- Build and maintain custom plugins (C#), PCF controls, workflows, and business rules
- Develop model-driven apps, dashboards, and forms tailored to agent and supervisor workflows
- Support full lifecycle development including requirements, design, development, testing, and deployment
Contact Center & Telephony Integration
- Configure and enhance Dynamics 365 Contact Center / Omnichannel capabilities
- Integrate Avaya telephony systems using CTI/connectors
- Optimize routing, queues, skills-based routing, and agent scripting
- Troubleshoot and resolve telephony and CRM integration issues
Power Platform & Automation
- Build and maintain Power Automate flows for case management and process automation
- Develop Power Apps (canvas & model-driven) to support agent tooling
- Extend Copilot Studio (Power Virtual Agents) for agent-assist and customer automation
Data, Integration & Backend Development
- Design and manage Dataverse data models aligned to business processes
- Build and maintain data pipelines using Azure Data Factory (ADF)
- Work with Azure SQL Database for reporting and data extensions
- Develop backend components using C#, .NET, JavaScript, React, and SQL
- Build and maintain APIs and integrations with third-party systems
- Support Azure services (Functions, Service Bus) for event-driven architecture
- Manage identity and access via Azure Entra ID (OAuth, app registrations, service principals)
Requirements
Core Dynamics & CRM
- 4+ years of experience with Microsoft Dynamics 365 (Customer Service module)
- Strong experience with Dynamics 365 Contact Center / Omnichannel
- Expertise in Dataverse (entities, relationships, security, business rules)
- Experience with customization (plugins in C#, JavaScript, Power FX)
Development & Integrations
- Strong hands-on experience with C#, .NET, JavaScript, React, and MS SQL
- Experience with CRM SDK, plugins, workflows, and administration
- Hands-on experience with Azure Data Factory (ADF)
- Solid understanding of Azure SQL Database (schema, stored procedures, performance tuning)
- Experience with Azure Entra ID / OAuth 2.0 authentication
- Familiarity with Avaya or similar contact center platforms and CTI integrations
Power Platform
- Strong experience with Power Automate (cloud flows, approvals, automation)
- Experience building solutions with Power Apps
- Exposure to Copilot Studio / Power Virtual Agents
Nice to Have
- Microsoft Certifications in Dynamics 365 or Power Platform
- Experience with Azure Logic Apps, Service Bus, or Event Grid
- Knowledge of contact center KPIs (AHT, FCR, CSAT)
- Experience with CI/CD pipelines (Azure DevOps, GitHub Actions)
- Exposure to other CRM platforms (e.g., Salesforce)
