Dynamics 365 CRM Developer

About The Role

We’re seeking a highly skilled Dynamics 365 CRM Developer to support and enhance our implementation of Microsoft Dynamics 365 for Customer Service and Marketing. The ideal candidate will bring deep expertise in Dynamics 365 customization, Power Platform (Power Automate, Power Apps, Power BI), and Co-Pilot Studio, with a proven track record in Azure DevOps, chatbot & IVR setup, and CRM performance optimization.

You’ll join a collaborative, fast-paced team working on building next-gen intelligent customer support automation—including chatbots, voice IVRs, and AI-powered insights—to reduce manual workload on agents and improve customer experience.

Key Responsibilities

• Customize and configure Dynamics 365 (Customer Service & Marketing modules) including forms, BPFs, dashboards, views, workflows, and SLAs.
• Design and build Power Automate flows to handle CRM logic, alerts, escalations, and case routing.
• Extend Co-Pilot Studio capabilities for real-time customer interaction (chatbots & AI agents).
• Collaborate with team leads to design IVR voice bots, configure Microsoft Contact Center, and assist with Azure Communication Services.
• Integrate Dynamics with external systems via REST APIs, and manage SharePoint file integration.
• Create and optimize custom dashboards and reports using Dynamics Charts, SSRS, and Power BI (including data lake strategies for high-volume).
• Manage deployments across Dev, UAT, and Prod using Azure DevOps pipelines, with focus on minimal-impact promotions and solution packaging.
• Set up security roles, permissions, team access, and business unit configurations.
• Support segmentation logic, customer journey orchestration, and future expansion into Customer Insights CI/CD.
  
  
  

Required Skills & Experience

• 3–5+ years of hands-on Dynamics 365 CE experience.
• Power Platform proficiency: Power Automate, Power Apps, Power BI.
• Strong knowledge of Co-Pilot Studio, chatbot frameworks, and AI agent customization.
• Experience with Dynamics voice & chat omnichannel capabilities.
• Proven ability to configure IVR, voice recognition flows, and Azure Contact Center integrations.
• Experience in DevOps practices including pipeline setup, environment promotion, and CI/CD deployment in Azure.
• Familiarity with REST API integration and SharePoint document management within CRM.
• Ability to work with large data volumes and manage reporting via Data Lake, Dataverse, and Power BI.
• Comfortable with custom workflows, plug-ins, SSRS reports.
• Exposure to Customer Insights, segmentation, and marketing automation tools is a strong plus.
  
  
  

Nice to Have

• Experience with Microsoft Fabric.
• Knowledge of webhooks and real-time syncs.
• Familiarity with Zendesk or similar customer support platforms.
• Previous work on optimizing CRM UI responsiveness and agent-facing tools.
• Comfort working independently and collaborating with cross-functional teams.
  
  
  

Work Hours

• Ability to work in or align partially with US business hours.
• Comfortable collaborating across distributed teams and asynchronous workflows.
  
  
  

Why Join Us?

• Be part of a forward-thinking digital transformation using Microsoft’s latest tech.
• Help design intelligent self-service systems that reduce workload and increase satisfaction.
• Work directly with leadership on meaningful product and customer support improvements.
  
  
  

To apply: Please include examples of past CRM customization work, Power Automate flows, chatbot/IVR experience, and any relevant GitHub or demo links.