Dynamics 365 CRM Engineer

This is a high-profile transformation programme involving customer and case management, omnichannel interactions, AI and insights, customer portals, identity and verification, secure digital exchange, fraud prevention, and data integration.

• Configure and extend Microsoft Dynamics 365 Customer Engagement apps, including Customer Service, Sales, case management, customer records, business processes, and workflows.
• Develop customisations using Power Platform components, including Power Apps, Power Automate, Dataverse, business rules, plugins, and web resources where appropriate.
• Build and maintain integrations using REST APIs, Azure Integration Services, Azure Logic Apps, Azure Functions, Service Bus, API Management, and event-driven patterns.
• Implement customer, case, interaction, and channel-management capabilities across digital and assisted-service channels.
• Support integration with identity and verification, contact centre/CCaaS, secure document exchange, fraud, knowledge, and data platforms.
• Configure and support Dynamics 365 Customer Insights, reporting, dashboards, and AI/Copilot-enabled capabilities where required.
• Build and maintain secure CI/CD pipelines, ALM processes, environment strategy, and automated deployment for D365 and Power Platform solutions.
• Apply secure-by-design principles, Microsoft security best practice, data-protection requirements, and accessibility standards.
• Diagnose and resolve complex platform, customisation, integration, and environment issues across development, test, and production-like environments.
• Produce technical documentation and support knowledge transfer to internal and supplier delivery teams.

• Strong hands-on experience implementing Microsoft Dynamics 365 Customer Engagement, ideally Dynamics 365 Customer Service and/or Sales.
• Deep experience with Dataverse, Power Apps, Power Automate, Power Pages, business rules, workflows, plugins, JavaScript, and C#/.NET where relevant.
• Proven API and integration development experience, including REST, OAuth 2.0/OIDC, webhooks, Azure Logic Apps, Azure Functions, Service Bus, and API Management.
• Experience delivering D365/Power Platform solutions using ALM, DevOps, CI/CD, managed solutions, and environment management.
• Experience integrating D365 with contact centre, identity, document, case, or customer-data systems.
• Strong understanding of the D365 security model, role-based access, data protection, encryption, and secure integration patterns.

• Experience working in agile delivery teams on complex, multi-supplier programmes.

• Microsoft certifications such as Dynamics 365 Customer Engagement Functional Consultant, Power Platform Developer, Azure Developer, or Azure Solutions Architect.
• Experience with Dynamics 365 Customer Insights, Copilot Studio, Azure AI services, or conversational AI.
• Experience in public sector, tax, benefits, financial services, or large-scale citizen-service delivery.
• Familiarity with accessibility standards, secure-by-design approaches, and government technology standards.
• Experience with CCaaS platforms, customer portals, identity and verification services, or fraud-prevention integrations.