Dynamics 365 Customer Engagement (D365 CE) Functional Consultant

For one of our ongoing project, we are looking for a senior Technical Consultant with deep experience across Dynamics 365 Customer Engagement, Power Platform, and modern CCaaS / omnichannel solutions. This role focuses on building secure, scalable extensions and AI-powered experiences using Copilot Studio, Power Automate, plugins, and integrations to telephony/contact center platforms.

You’ll partner with functional consultants and architects to translate solution designs into high-quality technical implementations.

Key Responsibilities

• Design and implement technical solutions on Dynamics 365 CE (primarily Customer Service / Omnichannel / Contact Center) and Power Platform.

• Develop and configure Copilot Studio bots/agents, including:

• Conversational flows and prompts

• Integration with D365 data and external APIs

• Use of knowledge bases (SharePoint, websites, files)

• Implement AI-driven experiences: context-aware responses, summarization, routing intelligence, and guided workflows in customer service scenarios.

• Configure and extend contact center/CCaaS capabilities (voice, chat, SMS, social) integrated with Dynamics 365 Customer Service Contact Center or other CCaaS platforms.

• Build customizations in D365: plugins, custom workflow activities, JavaScript, custom pages, Power Apps (model-driven), and Power Automate flows.

• Design and implement integrations using Azure services (Logic Apps, Functions, Service Bus, API Management) and/or third-party middleware.

• Own technical design documentation, solution diagrams, and integration specifications.

• Ensure solutions adhere to security, compliance, and performance best practices (Entra ID, role-based security, data policies, ALM).

• Participate in code reviews, performance tuning, and troubleshooting complex issues across environments.

• Support DevOps/ALM pipelines for D365 and Power Platform (solution management, deployment automation, branching strategies).

Required Qualifications

• 5+ years of hands-on experience implementing and extending Dynamics 365 Customer Engagement (Customer Service and/or Omnichannel).

• Strong experience with Power Platform (Power Apps, Power Automate) and Azure integration services.

• Practical experience with Copilot Studio / Power Virtual Agents: building bots, integrating with D365 and external systems, and working with knowledge sources.

• Solid understanding of CCaaS/contact center concepts: telephony integration, IVR, skills-based routing, queues, agent experience, reporting.

• Proficiency in relevant technologies:

• C#, .NET, JavaScript/TypeScript

• Dataverse data model, plugins, custom connectors

• REST/JSON APIs and webhooks

• Experience implementing security and governance for Power Platform and D365 (environments, DLP policies, role-based access).

• Strong problem-solving skills with ability to debug across app, integration, and data layers.

Preferred Qualifications

• Experience with Dynamics 365 Customer Service Contact Center or integration with major CCaaS platforms (NICE, Genesys, Five9, Amazon Connect, etc.).

• Experience with AI/ML services in Azure (Azure OpenAI, Cognitive Services) and integrating them into business apps.

• Exposure to CI/CD for Power Platform and D365 (e.g., Azure DevOps, GitHub Actions).

• Microsoft certifications such as PL-400, PL-600, MB-230, or AI-related certifications.