Dynamics 365 AI-Driven Developer

Phase2 Technology; Bethesda (MD); Hybrid; USD 86,800 - 198,000; Full time

Job summary

Booz Allen is seeking a Microsoft Dynamics Developer to design, configure and extend Dynamics 365 Customer Service and Omnichannel capabilities, with AI and Copilot integrations to improve routing, case handling and agent experience.

You will partner with analysts, SMEs, architects, and data teams to translate requirements into scalable CRM configurations and AI-enabled workflows, contributing to modernization of enterprise contact center operations.

Qualifications

• 5+ years configuring Dynamics 365 Customer Service or Omnichannel (forms, views, SLAs, queues, routing, case processes).
• 5+ years designing/enhancing applications using Power Platform (Dataverse, model-driven apps, Power Pages, canvas).
• Experience configuring/ extending Dataverse tables, relationships, security roles, automation, or workflows.
• Experience implementing routing rules, workstreams, session templates, agent workspace components, or interaction handling workflows.
• Experience documenting requirements with business stakeholders and mapping customer service workflows.
• Experience with Power Automate or similar automation/integration tools.
• Ability to work in Agile teams to design, configure, test, and validate CRM/AI capabilities.
• Bachelor’s degree.

Responsibilities

• Design, configure, and extend Dynamics 365 Customer Service and Omnichannel capabilities.
• Integrate AI and Copilot features to enhance routing, case handling, and agent workspace experiences.
• Build AI-enabled workflows, knowledge grounding, conversation summaries, and automation patterns.
• Collaborate with analysts, SMEs, architects, and data teams to translate requirements into scalable CRM configurations.

Skills

Dynamics 365 CS/Omnichannel

Power Platform

Dataverse

Routing & case workflows

Business stakeholder collaboration

Power Automate

Agile delivery

Education

Bachelor's degree

Tools

Copilot Studio

Conversational AI

Adaptive cards

Generative orchestration

Job description

Booz Allen is seeking a Microsoft Dynamics Developer to design, configure and extend Dynamics 365 Customer Service and Omnichannel capabilities, with AI and Copilot integrations to improve routing, case handling and agent experience.

You will partner with analysts, SMEs, architects, and data teams to translate requirements into scalable CRM configurations and AI-enabled workflows, contributing to modernization of enterprise contact center operations.