The Role
Develops, enhances, tests, deploys, and supports Microsoft Dynamics 365 CRM applications, customer portals, and customer service solutions. Implements Copilot Studio, Contact Center, IVR, conversational AI, and Document Intelligence capabilities. Translates requirements into technical solutions, troubleshoots production issues, collaborates across Agile teams, documents releases, mentors developers, and supports modernization and automation initiatives.
Summary Generated by Built In
This is a remote position.
Project Description
The client’s management modernization initiative focused on Microsoft Dynamics 365 CRM, customer portals, customer service, and AI-enabled engagement solutions. The developer will enhance and support existing Dynamics applications while implementing modern Microsoft AI capabilities such as Copilot Studio, Contact Center, IVR, conversational chat, and Document Intelligence.
Key Responsibilities
- Develop, enhance, and support Microsoft Dynamics 365 CRM applications.
- Develop and maintain customer portals/customer-facing applications.
- Design, code, test, troubleshoot, deploy, and support application enhancements.
- Implement Dynamics 365 Customer Service and AI capabilities.
- Work with Microsoft Copilot Studio, Contact Center, IVR, chat, and conversational AI.
- Implement or integrate Document Intelligence/intelligent document processing.
- Translate business requirements and user stories into technical solutions.
- Work on multiple development tasks within Agile/Scrum sprints.
- Collaborate with BAs, functional teams, QA, developers, and technical leadership.
- Provide technical input on requirements, acceptance criteria, and test scenarios.
- Troubleshoot production issues and provide application support.
- Mentor developers and establish development best practices.
- Maintain technical, system, and release documentation.
- Identify opportunities for modernization, automation, and improved user experience.
Work Environment
- Work Location: Primarily remote, with occasional hybrid work as requested by the client.
- On-Site Location: PBGC Headquarters, 445 12th Street SW, Washington, DC 20024.
- Hours: Candidates must be available during 8:30 AM–5:30 PM Eastern Time operating hours.
- Travel: No travel is required.
- Security Requirement: Ability to obtain and maintain a Public Trust clearance.
Requirements
Mandatory Requirements
- Strong hands-on Microsoft Dynamics CRM / Dynamics 365 development experience.
- Experience developing/supporting Dynamics customer portals or comparable customer-facing applications.
- Strong application development and troubleshooting skills.
- Experience with Agile/Scrum development.
- Ability to handle multiple user stories/tasks within a sprint.
- Full SDLC experience: requirements → design → development → testing → deployment → production support.
- Experience collaborating with BA, QA/testers, developers, functional teams, and technical leadership.
- Strong analytical, troubleshooting, and communication skills.
- Experience mentoring developers or contributing to technical standards.
Preferred / Nice-to-Have
- Microsoft Copilot Studio
- Dynamics 365 Customer Service
- Dynamics 365 Contact Center / Call Center
- IVR
- Conversational AI / customer chat
- Microsoft Document Intelligence
- Intelligent document processing
- Dynamics 365 integrations with enterprise applications
- Microsoft Azure/cloud modernization
- AI-powered customer service implementations
- Legacy application modernization
- Federal government application experience
Skills Required
- Strong hands-on Microsoft Dynamics CRM or Dynamics 365 development experience
- Experience developing or supporting Dynamics customer portals or comparable customer-facing applications
- Strong application development and troubleshooting skills
- Experience with Agile/Scrum development
- Ability to handle multiple user stories or tasks within a sprint
- Full SDLC experience from requirements through production support
- Experience collaborating with business analysts, QA/testers, developers, functional teams, and technical leadership
- Strong analytical, troubleshooting, and communication skills
- Experience mentoring developers or contributing to technical standards
- Microsoft Copilot Studio experience
- Dynamics 365 Customer Service experience
- Dynamics 365 Contact Center or call center experience
- IVR experience
- Conversational AI or customer chat experience
- Microsoft Document Intelligence experience
- Intelligent document processing experience
- Dynamics 365 integrations with enterprise applications
- Microsoft Azure or cloud modernization experience
- AI-powered customer service implementation experience
- Legacy application modernization experience
- Federal government application experience
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The Company
What We Do
Workiy is a global company with more than 20 years of experience that provides end-to-end digital solutions, consulting and implementation services to its clients, including digital solutions and staffing services.
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