Microsoft Dynamics 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

Job Number: R0243848

Microsoft Dynamics Developer

The Opportunity

As a Dynamics 365 Contact Center Developer, you will design, configure, and extend Microsoft Customer Service and Omnichannel capabilities, while integrating modern AI and Copilot features that enhance routing, case handling, agent assist, and customer experience. You'll build and optimize core customer service workflows, Dataverse components, routing logic, and agent workspace experiences that support multitier contact center operations across the enterprise.

You'll also help shape the contact center of the future by incorporating generative AI into day‑to‑day service delivery. This includes building AI‑assisted experiences, controlled topics, intent models, knowledge grounding, conversation summarization, and automation patterns that improve agent efficiency and reduce operational burden.

You'll 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. Your combined CRM and AI expertise will accelerate modernization and elevate the service experience across Centers.

Join us. The world can’t wait.

You Have:

• 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.

• Experience with Power Automate or tools to support automation, integrations, or process orchestration.

• Ability to work within Agile delivery teams to design, configure, test, and validate CRM and AI‑enabled capabilities.

• Bachelor’s degree.

Nice If You Have:

• 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.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well‑being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work‑life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. 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.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract‑specific affordability and organizational requirements. The projected compensation range for this position is $86,800.00 to $198,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date.

Identity Statement

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Candidate AI Usage Policy

AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in‑person or virtual) is prohibited unless permission is explicitly provided.

Work Model

Our people‑first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.

• Remote: If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.

• Hybrid: If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.

• Onsite: If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

Commitment to Non‑Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.