Senior Software Engineer-Microsoft Dynamics OR Power Platform

About the Role The Sr. Software Engineer serves as a technical leader responsible for designing, developing, configuring, and supporting enterprise contact center solutions built on Microsoft Dynamics 365 Customer Service, Dynamics 365 Contact Center, Power Platform, Copilot, and related technologies.

Designing an IVA conversation flow for customer self-service. Configuring new IVR routing logic and call-handling capabilities. Building Power Automate workflows supporting case management processes. Creating Dataverse extensions, plugins, and custom APIs.

Configuring Dynamics 365 Contact Center routing and queue management. Developing integrations with enterprise systems through Azure services. Designing Copilot experiences and prompt orchestration strategies. Reviewing pull requests and mentoring engineering team members.

Create technical specifications, solution diagrams, and integration designs. Participating in Agile ceremonies including sprint planning and backlog refinement. Supporting production incidents and troubleshooting platform issues. Collaborating with business partners to gather requirements and define solutions.

Analyzing contact center performance metrics and identifying optimization opportunities. Working with architects to improve scalability, security, and maintainability. Required Qualifications Education: Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience.

Work Experience: 5 years minimum related work experience 3+ years implementing Microsoft Dynamics or Power Platform solutions. Skills: Experience with: Power Platform Power Automate C# .

Net Rest APIs JavaScript/TypeScript JSON Experience supporting production business-critical applications Experience troubleshooting application defects and production incidents.

Preferred Qualifications

Dynamics Customer Service or Dynamics Contact Center experience. AI-Assisted Development Tools IVA & IVR experience Why work for us At H&R Block