Microsoft Dynamics Developer

Booz Allen Hamilton; Silver Spring (MD); On-site; USD 86,800 - 198,000; Full time

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.

Skills

Dynamics 365

Power Platform

Dataverse

Routing design

Agile delivery

Education

Bachelor's degree

Tools

Dataverse

Power Pages

Canvas apps

Model-driven apps

Job description

Overview

As a Dynamics 365 Contact Center Developer, you will design, configure, and extend Microsoft Customer Service and Omnichannel capabilities, 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 multi‑tier contact‑center operations across the enterprise. You will also help shape the contact‑center of the future by incorporating generative AI into day‑to‑day service delivery, 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.

Qualifications

• 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 to 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 and Benefits

Salary range: $86,800.00 to $198,000.00 (annualized USD). Benefits include health, life, disability, financial, and retirement plans, paid leave, professional development, tuition assistance, work‑life programs, and dependent care. The posting will close within 90 days from the posting date.

Identity Verification

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

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. The use of artificial intelligence (AI) or other tools to assist with responses during interviews is prohibited unless explicit permission is provided.

Work Model

• 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.