Dynamics 365 AI-Enhanced CX Developer

Booz Allen Hamilton

Silver Spring (MD)

On-site

USD 86,800 - 198,000

Full time

14 days+

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Job summary

Booz Allen Hamilton seeks a Dynamics 365 Contact Center Developer to design, configure, and extend Microsoft Customer Service and Omnichannel capabilities, integrating AI and Copilot features that enhance routing, case handling, agent assist, and customer experience.

You will build and optimize core customer‑service workflows, Dataverse components, routing logic, and agent workspace experiences that support multi‑tier contact‑center operations across the enterprise.

Qualifications

5+ years configuring Dynamics 365 Customer Service or Omnichannel.
5+ years designing or enhancing Power Platform apps.
Experience with Dataverse tables, relationships, or automation.
Experience implementing routing rules and agent-workspace components.
Experience gathering requirements from stakeholders and designing processes.
Experience with Power Automate or automation integrations.
Bachelor’s degree in a related field.

Responsibilities

Design, configure, and extend Microsoft Customer Service and Omnichannel capabilities.
Integrate AI and Copilot features to improve routing, case handling, and agent assist.
Build and optimize CRM workflows, Dataverse components, and agent workspace experiences.
Collaborate with analysts, SMEs, architects, and data teams to translate requirements into scalable CRM configurations.