Title: Senior Microsoft Dynamics 365 Customer Service – Technical Resource
Location: Charlotte, NC

Job Summary
We are seeking a Senior Microsoft Dynamics 365 Customer Service Technical Resource to design, configure, and enhance enterprise-grade customer service solutions built on Dynamics 365 Customer Service and the Power Platform. This role includes responsibility for integrating Dynamics 365 with upstream and downstream enterprise systems.

Key Responsibilities

Solution Design & Configuration
- Design, configure, and optimize Dynamics 365 Customer Service solutions.
- Configure case management, queues, routing, and automated case assignment.
- Implement SLAs, DLAs, KPIs, and service metrics.
- Configure goals and performance tracking.

Automation & Intelligence
- Implement chatbots and virtual agents using Copilot Studio / Power Virtual Agents.
- Build automated workflows with Power Automate.
- Configure email queues and automated email processing.
- Manage Knowledge Base (KB) configuration and optimization.

Reporting & Analytics
- Integrate Power BI for dashboards and reporting.
- Build SLA, case volume, and agent performance dashboards.

Integration & Data Management
- Design and support integrations between Dynamics 365 and external systems.
- Work with integration tools such as Fivetran, SSIS, and Boomi.
- Ensure data quality, reliability, and performance across integrated systems.

Custom Development & Integration
- Develop JavaScript customizations.
- Build C# plugins and workflows.
- Integrate with external systems and Azure services.

Security & Governance
- Configure security roles and access control.
- Ensure compliance with governance standards.

Qualifications

Required
- 5–8+ years of Dynamics 365 Customer Service experience.
- Strong experience with SLAs/DLAs, chatbots, Power BI, KB, queues.
- Hands-on experience with system integrations (Fivetran, SSIS, Boomi).
- JavaScript and C# development experience.

Preferred
- Copilot Studio experience
- Power Platform certifications

About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.