Senior Dynamics 365 Developer

Overview

At NewDay, we are modernising how we serve customers and investing in platforms, automation and AI to power exceptional experiences. We are seeking a Senior Dynamics 365 Developer to design, develop and evolve our customer service and contact centre technology landscape. This role sits at the intersection of customer experience, engineering and AI, helping to deliver next-generation capabilities across Dynamics 365, Power Platform, Copilot Studio and Azure. You will work on business-critical solutions that support customer operations, empowering colleagues with modern tools and creating seamless, intelligent experiences for millions of customers.

Responsibilities

• Dynamics 365 & Contact Centre Engineering — Design, develop and support Microsoft Dynamics 365 Contact Centre solutions across voice, chat, messaging and digital engagement channels. Deliver scalable, secure and resilient customer service capabilities using Dynamics 365 Customer Service and Omnichannel technologies. Configure and enhance Customer Service Workspace, case management, SLAs, unified routing and omnichannel experiences. Develop solutions that improve agent productivity, operational efficiency and customer outcomes. Support contact centre transformation initiatives through modern cloud-based customer engagement technologies.
• Power Platform Development — Design and build solutions using Power Apps, Power Automate and Power BI. Create scalable low-code and pro-code solutions that integrate into NewDay's technology ecosystem. Develop and maintain Dataverse data models with security, governance, data quality and performance. Implement automated workflows and business processes that reduce manual effort and improve customer journeys. Deliver customer-facing and colleague-facing solutions using Power Pages.
• AI & Intelligent Automation — Design and develop intelligent customer experiences using Microsoft Copilot Studio. Build virtual agents, conversational AI solutions and self-service capabilities that improve engagement and resolution rates. Develop automated workflows that leverage AI to streamline processes. Support governance, monitoring and ongoing optimisation of AI-powered solutions across the platform. Explore emerging Microsoft AI technologies to create business value.
• Integration & Solution Delivery — Design and deliver API-based integrations between Dynamics 365, enterprise platforms and third-party services. Collaborate with integration teams to create scalable, secure and maintainable solutions. Develop custom extensions using .NET and React where required. Work closely with Product Managers, Business Analysts and Customer Operations teams to translate requirements into robust technical solutions. Ensure all solutions align with enterprise architecture, security standards and regulatory requirements.
• Platform Support & Continuous Improvement — Provide ongoing platform support, troubleshooting and root-cause analysis for complex issues. Monitor platform performance and proactively identify opportunities for optimisation and automation. Improve resilience, scalability and operational efficiency across the Dynamics ecosystem. Act as a technical escalation point for critical platform incidents. Participate in an on-call support rota when required.

What We're Looking For

• Essential Experience — Solid experience developing and supporting Microsoft Dynamics 365 Customer Service and Contact Centre solutions. Demonstrable experience implementing Dynamics 365 Omnichannel capabilities (voice, chat, messaging and digital engagement). Experience developing and deploying Dynamics 365 Contact Centre Chat and Voice solutions. Strong Power Platform development experience (Power Apps, Power Automate and Dataverse). Experience building solutions with Microsoft Copilot Studio and conversational AI technologies. Solid understanding of Dataverse architecture, security models and data management practices. Experience delivering API-based integrations between enterprise applications. Commercial experience developing applications using .NET and React. Experience integrating Microsoft Teams and Azure Communication Services with Dynamics 365. Solid understanding of authentication, authorisation and identity management principles. Experience with Microsoft Entra ID, including access controls and security policies. Knowledge of contact centre routing models, agent capacity management, work classification and omnichannel engagement platforms. Experience working in Agile delivery environments using GitHub, Jira and DevOps practices. Strong communication and stakeholder management skills, with the ability to translate technical concepts into business value.
• Technical Expertise — Dynamics 365 Customer Service; Dynamics 365 Contact Centre; Dynamics 365 Omnichannel.

Desirable Experience

• Experience designing and implementing advanced Copilot Studio Agents and generative AI solutions.
• Experience with Azure Functions, Logic Apps, Service Bus and API Management.
• Experience delivering Infrastructure as Code and automated CI/CD pipelines.
• Familiarity with Azure Application Insights and Log Analytics.
• Experience developing operational reporting and analytics solutions using Power BI.
• Experience leading technical design workshops and architecture discussions.
• Experience mentoring developers and contributing to engineering communities of practice.
• Knowledge of cloud security principles and secure software development practices.
• Microsoft Dynamics 365 and/or Power Platform certifications.

Note: This description focuses on responsibilities and qualifications for the Senior Dynamics 365 Developer role and omits company promotional sections and application-process content.

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