Dynamics 365 Developer

We’re looking for a Dynamics 365 Customer Service developer who knows case management well and can build in the platform. This is not a configuration-only role. You’ll extend model-driven apps, automate business processes, enable Copilot capabilities, and shape the data model for a customized case management implementation. You won’t need to own every full-stack task, but you’ll be expected to go well beyond clicking through settings.

Investigative case management experience is a strong plus. At minimum, you understand how out-of-the-box case management works: cases, SLAs, routing, and knowledge base articles. You know when to use what the product already does and when to extend it.

What You’ll Do

• Configure and extend Dynamics 365 Customer Service case management, including case lifecycle, SLAs, case routing, and knowledge base articles
• Configure and enable Copilot in Dynamics 365 Customer Service, such as case summarization, email drafting, and knowledge-grounded answers for agents
• Build or extend Copilot experiences using Copilot Studio where out-of-the-box capabilities don’t meet program needs
• Modify and extend model-driven apps to meet program-specific case management requirements
• Build and maintain solutions within Customer Service Workspace
• Design and implement business automation using Power Automate
• Configure role-based security models, including security roles, business units, teams, and field-level security
• Perform data model updates (tables, columns, relationships) for a customized implementation
• Build and customize forms, views, and business process flows
• Embed Canvas apps or custom pages to extend out-of-the-box model-driven forms where the standard product falls short
• Write client-side JavaScript for form logic and UI behavior
• Collaborate with business analysts, architects, and stakeholders to translate case management requirements into working solutions

• Hands-on experience with Dynamics 365 Customer Service, specifically case management
• Solid understanding of out-of-the-box case management concepts: cases, SLAs, case routing, and knowledge base articles
• Hands-on experience with Microsoft Copilot in Dynamics 365 / Power Platform, such as Copilot in Customer Service or Copilot Studio
• Experience modifying model-driven apps and working within Customer Service Workspace
• Experience building business automation with Power Automate
• Experience configuring role-based security in Dynamics 365 / Dataverse
• Experience performing data model updates for customized Dynamics 365 implementations
• Experience with forms, views, and business process flows
• Ability to embed or use Canvas apps or custom pages to extend model-driven forms
• Strong developer mindset, comfortable working beyond UI-based configuration
• U.S. Citizen or Green Card holder; able to obtain and maintain a Public Trust, * Investigative case management experience (e.g., regulatory, compliance, fraud, public health, or law enforcement case workflows)
• JavaScript development for Dynamics 365 forms
• Plugin development (C#/.NET) for Dynamics 365 / Dataverse
• Experience building custom copilots or agents in Copilot Studio, including knowledge sources, topics, and Power Automate actions
• Experience with Unified Routing in Customer Service
• Experience on federal government or public sector programs
• Microsoft certifications such as PL-200, PL-400, or MB-230