About the Role
The Sr. Software Engineer serves as a technical leader responsible for designing, developing, configuring, and supporting enterprise contact center solutions built on Microsoft Dynamics 365 Customer Service, Dynamics 365 Contact Center, Power Platform, Copilot, and related technologies.
- Designing an IVA conversation flow for customer self-service.
- Configuring new IVR routing logic and call-handling capabilities.
- Building Power Automate workflows supporting case management processes.
- Creating Dataverse extensions, plugins, and custom APIs.
- Configuring Dynamics 365 Contact Center routing and queue management.
- Developing integrations with enterprise systems through Azure services.
- Designing Copilot experiences and prompt orchestration strategies.
- Reviewing pull requests and mentoring engineering team members.
- Create technical specifications, solution diagrams, and integration designs.
- Participating in Agile ceremonies including sprint planning and backlog refinement.
- Supporting production incidents and troubleshooting platform issues.
- Collaborating with business partners to gather requirements and define solutions.
- Analyzing contact center performance metrics and identifying optimization opportunities.
- Working with architects to improve scalability, security, and maintainability.
Required Qualifications
Education:
- Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience.
Work Experience:
- 5 years minimum related work experience
- 3+ years implementing Microsoft Dynamics or Power Platform solutions.
Skills:
- Experience with:
- Power Platform
- Power Automate
- C#
- .Net
- Rest APIs
- JavaScript/TypeScript
- JSON
- Experience supporting production business-critical applications
- Experience troubleshooting application defects and production incidents.
Preferred Qualifications
- Dynamics Customer Service or Dynamics Contact Center experience.
- AI-Assisted Development Tools
- IVA & IVR experience