Power BI / Contact Center Reporting Developer

We are seeking an experienced Power BI / Contact Center Reporting Developer to design and deliver the operational, analytical, compliance, and executive reporting capabilities for a Microsoft Dynamics 365 Contact Center implementation.

The developer will build a comprehensive reporting solution using Dynamics 365 Contact Center analytics, Microsoft Dataverse, Power BI, and related enterprise data sources.

The initial scope is expected to include up to 12 reports and dashboards covering end-to-end contact-center performance, customer journeys, agent performance, quality results, payment activity, and operational compliance.

The role requires strong data-modeling and Power BI development skills, combined with an understanding of contact-center metrics and the ability to reconcile reported figures to authoritative source systems.

Key Responsibilities

• Design, develop, test, and deploy Power BI reports and dashboards for the contact-center solution.

• Develop reporting using data from:

• Dynamics 365 Contact Center
• Dynamics 365 Customer Service
• Dataverse
• Telephony and interaction data
• Enterprise APIs
• Operational systems
• Payment and compliance systems, where applicable

Develop up to operational and analytical reports and dashboards

Develop traceability reporting showing an interaction from telephony entry point through routing, agent handling, case creation, transfers, and completion.

Build real-time and near-real-time dashboards for contact-center supervisors and operations teams.

Develop semantic models and datasets optimized for performance, usability, and maintainability.

Create DAX measures, calculated columns, transformations, and business logic required for contact-center KPIs.

Work with business and operational stakeholders to define calculation logic for key metrics.

Document metric definitions, including source systems, calculation methods, filters, exclusions, and aggregation rules.

Reconcile report outputs against authoritative source data to ensure accuracy and consistency.

Identify and resolve discrepancies between contact-center analytics, telephony data, CRM data, and back-office systems.

Develop reporting for customer journeys across IVR, Copilot/self-service, live-agent interactions, cases, and downstream transactions.

Configure row-level security and role-based access controls to ensure users only have access to appropriate information.

Protect sensitive customer, financial, payment, and compliance data within reports and datasets.

Ensure PCI-sensitive data is excluded, masked, or restricted in accordance with security and compliance requirements.

Implement report performance optimization, scheduled refreshes, gateways, and data-refresh monitoring as required.

Support report validation during SIT and UAT.

Resolve reporting defects and data-quality issues identified during testing.

Publish and promote Power BI artifacts through approved environments and deployment processes.

Support documentation, training, production deployment, and post-go-live stabilization.

• 5+ years of business intelligence, reporting, analytics, or data-visualization experience.
• Strong hands-on experience developing enterprise solutions in Microsoft Power BI.

• Advanced experience with:

• Power BI Desktop
• Power BI Service
• DAX
• Power Query
• Data modeling
• Semantic models
• Row-level security

Experience integrating Power BI with Dataverse and Dynamics 365.

Experience developing operational and executive dashboards using multiple enterprise data sources.

Strong SQL and data-analysis skills.

Experience defining and validating business metrics with business stakeholders.

Demonstrated ability to reconcile calculated metrics to source-system data.

Experience troubleshooting data-quality, transformation, refresh, and reporting discrepancies.

Experience working through SIT, UAT, defect remediation, and production deployment.

Strong documentation and communication skills.

Preferred Experience

• Dynamics 365 Contact Center or Dynamics 365 Customer Service reporting.
• Contact-center analytics and workforce-performance reporting.
• Familiarity with common contact-center KPIs
• Real-time contact-center reporting.
• Tolling, transportation, public-sector, utilities, or other high-volume customer-service environments.
• Customer-journey analytics across voice, IVR, digital, and agent-assisted channels.
• Payment and PCI compliance reporting.
• Azure data services, Microsoft Fabric, or enterprise data-platform experience.
• Azure DevOps and formal release/change-control processes.

Preferred Certifications

• PL-300 Microsoft Power BI Data Analyst
• DP-600 Microsoft Fabric Analytics Engineer Associate, where applicable
• Additional Microsoft Power Platform, Dynamics 365, or Azure data certifications are desirable.