We are looking for a skilled Microsoft Dynamics 365 CRM Developer to join our Digital Development Contact Center technology team. In this role, you will drive the implementation, customization, and ongoing development of our Microsoft Dynamics 365 Customer Service and Dynamics 365 Contact Center platform — integrated with Avaya telephony and Power Automate workflows. You will work closely with business stakeholders, architects, and operations teams to deliver high-quality CRM solutions that directly improve agent productivity and customer experience. Key Responsibilities CRM Development & Implementation Design, configure, and develop solutions within Microsoft Dynamics 365 Customer Service and Dynamics 365 Contact Center Build and maintain custom plugins, PCF controls, custom workflows, and business rules Lead and support end-to-end CRM implementation projects including requirements gathering, design, development, testing, and deployment Create and manage model-driven apps, dashboards, and forms tailored to call center agent and supervisor workflows Contact Center & Telephony Integration Configure and develop features within Dynamics 365 Contact Center (formerly Customer Service workspace / omnichannel) Integrate Avaya telephony systems with Dynamics 365 using available CTI/connector frameworks Manage and optimize channel routing, queues, skills-based routing, and agent scripts within the contact center platform Troubleshoot and resolve integration issues between Avaya and Dynamics 365 Power Platform & Automation Build and maintain Power Automate flows to automate CRM processes, case management, and cross-system data sync Develop Power Apps (canvas and model-driven) to support contact center agent tooling Configure and extend Microsoft Copilot Studio bots for agent-assist and customer-facing automation Data & Integration Design and maintain data models in Microsoft Dataverse aligned to business requirements Develop and manage data pipelines using Azure Data Factory (ADF) for CRM data integration Work with Azure SQL DB for reporting data stores, custom queries, and CRM data extensions Implement and manage identity and access configurations using Azure Entra ID (formerly Azure AD) including app registrations and service principals Develop and maintain backend components using C#, .NET, JavaScript, React, and MS SQL Utilize Azure services (Functions, Service Bus) and Power Platform tools for system Develop and maintain APIs and connectors to enable CRM integration with third-party systems  
