Position Summary
We are seeking an experienced Lead Developer to lead the modernization of a Microsoft Dynamics 365 Customer Service platform through migration from Unified Service Desk (USD) to Customer Service Workspace (CSW). This role requires expertise in Customer Service Workspace, Dataverse, USD modernization, existing API integration modernization, telephony integration, and delivery leadership using JIRA.

Location: Remote

Salary- 160K-180K Annually

Technical Leadership
·         Lead end-to-end migration from USD to Customer Service Workspace.

·         Map custom USD controls, hosted applications, action calls, session management, navigation rules, agent scripts, and CTI integrations to Customer Service Workspace capabilities.

·         Establish development standards, governance, deployment procedures, and reusable migration frameworks.

·         Serve as technical lead and mentor development resources.

Customer Service Workspace Modernization
·         Configure session templates, application tabs, productivity tools, macros, agent scripts, and knowledge integration.

·         Configure and support multisession experiences for concurrent customer interactions.

·         Replace custom USD functionality with native Customer Service Workspace capabilities where practical.

Dynamics 365 and Dataverse Development
·         Design solutions using Dataverse, Power Apps, Power Automate, Dynamics 365 Customer Service, and Customer Service Workspace.

·         Develop JavaScript, TypeScript, PCF, C#, plug-ins, and custom APIs.

·         Implement advanced Dataverse data models and business logic.

Existing Application Integration Modernization
·         Analyze and re-implement existing API integrations supporting the legacy USD environment.

·         Validate API contracts, authentication, data mappings, and error handling.

·         Support telephony integrations, screen pop, customer identification, call context transfer, and activity creation.

·         Perform testing and validation to ensure business continuity and functional parity.

Dataverse Security Architecture
·         Design Business Units, Security Roles, Teams, Field Security Profiles, and record ownership models.

·         Ensure governance, compliance, and least-privilege access controls.

Team Leadership and Delivery Management
·         Lead developers and integration resources to deliver within approved scope and schedule.

·         Use JIRA to manage requirements, tasks, defects, dependencies, risks, milestones, and status reporting.

·         Conduct design reviews, code reviews, testing readiness reviews, and deployment planning.

Required Qualifications
·         Bachelor degree in Computer Science, Information Technology, Engineering, or related field.

·         8+ years of Microsoft Dynamics 365/CRM development experience.

·         5+ years of Dynamics 365 Customer Service and Customer Service Workspace implementation experience.

·         Demonstrated experience migrating Unified Service Desk implementations to Customer Service Workspace.

·         Experience re-implementing or modernizing existing API integrations during migration initiatives.

·         Strong experience with Dataverse, Power Platform, JavaScript/TypeScript, C#, REST APIs, OAuth 2.0, and OpenID Connect.

·         Deep understanding of Dataverse security architecture and governance.

·         Basic understanding of CTI, telephony integration, screen pop, call event processing, and multisession workspace concepts.

·         Strong experience using JIRA.

Preferred Qualifications
·         Experience with Omnichannel for Customer Service.

·         Experience with Power Apps Component Framework (PCF).

·         Microsoft Power Platform certifications.

·         Experience integrating Dynamics 365 Customer Service or Customer Service Workspace with Cisco Contact Center platforms, including Webex Contact Center and Cisco Finesse.

·         Experience integrating Dynamics 365 Customer Service or Customer Service Workspace with Genesys Cloud CX or Genesys Engage.

·         Experience supporting CTI capabilities including screen pop, call context transfer, customer identification, activity creation, and agent desktop integrations.

·         Experience supporting fixed-price systems integration or modernization engagements.

Success Criteria
·         Successfully lead migration of legacy USD functionality to Customer Service Workspace.

·         Establish reusable migration frameworks, technical standards, and implementation patterns.

·         Successfully re-implement and validate existing application integrations while maintaining business continuity and functional parity.

·         Successfully deliver contractual project milestones within approved scope and schedule.

·         Establish effective JIRA governance, work tracking, and delivery reporting processes.

·         Maintain high-quality technical deliverables with minimal post-deployment defects.

·         Provide accurate project status, risk management, and technical execution oversight.

·         Reduce technical debt by replacing unsupported USD functionality with supported Microsoft platform capabilities.

·         Enable a modern, agent-centric customer service experience leveraging Customer Service Workspace, Dataverse, integrated enterprise applications, and telephony-enabled multisession workflows.