Microsoft Dynamics Developer

About the role

Join us as a Dynamics 365 Contact Center Developer. Design, configure, and extend Microsoft Customer Service and Omnichannel capabilities, while integrating modern AI and Copilot features to enhance routing, case handling, agent assist, and customer experience.

Responsibilities

• Build and optimize core customer service workflows, Dataverse components, routing logic, and agent workspace experiences supporting multi-tier contact center operations across the enterprise.
• Shape the contact center of the future by incorporating generative AI into day-to-day service delivery, including building AI-assisted experiences, controlled topics, intent models, knowledge grounding, conversation summarization, and automation patterns.
• Work with analysts, contact center SMEs, architects, and data teams to translate operational requirements into scalable CRM configuration, AI-enabled workflows, and compliant implementation patterns.
• Accelerate modernization and elevate the service experience across Centers by combining CRM and AI expertise.

Requirements

• 5+ years of experience configuring Dynamics 365 Customer Service or Omnichannel, including forms, views, business rules, SLAs, queues, routing, and case processes.
• 5+ years of experience designing or enhancing applications using Power Platform, including Dataverse, model-driven apps, Power Pages, and canvas apps.
• Experience configuring or extending Dataverse tables, relationships, security roles, automation, or workflows.
• Experience implementing routing rules, workstreams, session templates, agent-workspace components, or interaction handling workflows.
• Experience working with business stakeholders to document requirements, map customer service workflows, and design optimized processes.
• Ability to work within Agile delivery teams to design, configure, test, and validate CRM and AI-enabled capabilities.

Qualifications

• Bachelor's degree.

Skills

• Experience with Copilot Studio, conversational AI, intent classification, agent assist prompts, adaptive cards, or generative orchestration.
• Experience building AI-enabled workflows such as interaction summaries, recommended actions, knowledge grounding, or automated routing suggestions.
• Experience designing customer-experience journeys or optimizing contact center workflows using AI insights or automation.
• Experience with additional coding languages or integration patterns such as JavaScript or APIs.

Benefits

Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Pay

The projected compensation range for this position is $86,800.00 to $198,000.00 (annualized USD).

Schedule

Our work model supports collaboration, whether in person or virtually. Employees working virtually are generally expected to have their cameras on during meetings. Remote, Hybrid, and Onsite options are available.