Remote Dynamics 365 AI Developer

Phase2 Technology; Silver Spring (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. The role focuses on integrating AI and Copilot features to enhance routing, case handling, and agent assist, across enterprise contact center operations.

You will work with analysts, SMEs, architects, and data teams to translate requirements into scalable CRM configurations and AI-enabled workflows, shaping the contact center of the future.

Qualifications

• 5+ years of experience configuring Dynamics 365 Customer Service or Omnichannel (forms, views, rules, SLAs, queues, routing).
• 5+ years designing/enhancing apps using Power Platform (Dataverse, model-driven apps, Power Pages, canvas apps).
• 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 stakeholders to map customer service workflows and optimize processes.
• Experience with Power Automate or tools to support automation, integrations, or orchestration.

Responsibilities

• Design, configure, and extend Dynamics 365 Customer Service and Omnichannel capabilities.
• Incorporate AI features and Copilot to improve routing, case handling, and agent workspace experiences.
• Collaborate with analysts, SMEs, architects, and data teams to translate requirements into scalable CRM and AI-enabled configurations.

Skills

Dynamics 365

Power Platform

Dataverse

AI/ Copilot

Agile

Stakeholder collaboration

CRM configuration

Education

Bachelor's degree

Tools

Copilot Studio

JavaScript

APIs

Power Automate

Job description

Booz Allen is seeking a Microsoft Dynamics Developer to design, configure, and extend Dynamics 365 Customer Service and Omnichannel capabilities. The role focuses on integrating AI and Copilot features to enhance routing, case handling, and agent assist, across enterprise contact center operations.

You will work with analysts, SMEs, architects, and data teams to translate requirements into scalable CRM configurations and AI-enabled workflows, shaping the contact center of the future.