Overview
Remote
Depends on Experience
Full Time
Skills
Dynamics
Microsoft
Customer Engagement
CE
Customer Relationship Management
CRM
IVR
chatbot
Job Details
Job Title: Dynamics CE Architect/Developer
Location: (Mostly Remote, 1 week per month travel required to Harrisburg, PA).
Tentative Duration: Up to 30 months
Tentative Start Date: June 5, 2025
Location: Remote. Candidate is required to be onsite for one week each month. Candidates must work EST time. Candidates from PA, NJ, NY, DE, and OH will be given preference.
Team
1 Microsoft Customer Engagement (CE) Customer Relationship Management (CRM) Developer
Objective
The client is engaging in an exciting and innovative technology solution to support their customer engagements. It is an advanced back-office system that, when developed and deployed, will allow customers to engage with the client to address all their business needs, via a multitude of channels (web, mobile app, chatbot, chat, IVR, phone, social media, etc.). The client is dedicated to transforming the customer engagement businesses through innovative technology and strategic insights. The client s team is composed of passionate professionals committed to excellence and continuous improvement, and their team is growing.
Description of Duties
1. Configure and develop the client s Microsoft CE CRM system based on the functional and technical tasks developed as part of an Agile Backlog process
2. Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.
3. Work closely with and be a member of a team led as assigned by the client to implement solutions as defined.
4. Support the Function Lead in the definition of functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, SAP, and payment gateways.
5. Under the direction of the Microsoft CRM CE Sr Developer / Designer:
o Ensure the seamless integration, best in class performance, and efficient data flow across systems.
o Support the development of training programs for end-users to ensure effective use of Dynamics 365 CE solutions.
o Promote user adoption through effective change management and support.
o Provide ongoing support and optimization for Dynamics 365 CE solutions.
o Identify and implement improvements to enhance system functionality and user experience.
o Configure Dynamics 365 CE applications to meet specific business requirements.
o Configure Dynamics 365 Customer Service functionality including Channels, Workstreams, Unified Routing, etc. for Omnichannel features.
o Work with technical teams to ensure customizations and integrations are aligned with functional needs.
o Build and work with Continuous Integration and Continuous Delivery Pipelines and operate within Application Lifecycle Management best practices, the client s Standards, and the client s Software Development Lifecycle documentation.
6. Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
7. Lead and participate in project team activities for system work efforts related to enterprise systems.
8. Work independently to accomplish the tasks and duties assigned.
9. Adhere to and follow all the client s standards, policies, and procedures
10. Utilize various software and/or technology tools to perform job duties.
11. Perform tasks and other duties as assigned by the client.
12. Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
13. Lead and participate in project team activities for system work efforts related to enterprise systems.
14. Work independently to accomplish the tasks and duties assigned.
15. Adhere to and follow all the client s standards, policies, and procedures
16. Utilize various software and/or technology tools to perform job duties.
17. Perform tasks and other duties as related to this position and role and assigned by the client.
Experience/Certifications
1. 5+ years experience in developing and configuring business applications within the MS Dynamics 365 CE CRM landscape.
2. Deep understanding of Dynamics 365 CE capabilities including Dynamics 365 Customer Service, including customization, configuration, and user management.
3. Strong knowledge of Contact Center applications (e.g., Telephony & IVR based solutions), self-service web portals, and native mobile applications.
4. Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering at least 2 Dynamics CE implementation projects for high volume contact centers.
5. 3+ experience configuring Dynamics 365 Customer Service functionality including Omnichannel, Unified Routing, etc.
6. Requires hands on experience with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.
7. Familiarity with Agile development methodologies.
8. Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.
9. This role should have the following certifications:
Dynamics 365 Fundamentals (MB-910).
o Microsoft Power Platform + Dynamics 365 Core (MB-200).
o Power Platform App Maker Associate (PL-100).
o Dynamics 365 Customer Service Functional Consultant Associate (MB-230).
o Power Platform Developer Associate (PL-400)
10. This role should be working towards the following certifications:
o Power Platform Functional Consultant Associate (PL-200).
o Dynamics 365 + Power Platform Solution Architect Expert (PL-600).
o MS Dynamics Fast Track recognized architect.
o Microsoft Most Valuable Professional (MVP) recognized.
11. Soft Skills:
o Excellent analytical and problem-solving skills.
o Strong communication and interpersonal skills.
o Ability to lead and collaborate with cross-functional teams.
o Detail-oriented with strong organizational and project management skills.
12. Additional beneficial skills include:
Enterprise Business Solutions, specifically SAP projects.
ITIL / ITSM practices and methodologies.
Equivalent combination of education and/or experience may be accepted.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.