Location: Harrisburg, PA
Position Type: Hybrid
Hybrid/Onsite Schedule: 1 week a month onsite
Contract Length: 30 months

Position Overview:

As a CRM Developer, you will configure and develop Microsoft Dynamics 365 Customer Engagement (CE) solutions to meet business requirements. Your work will include integrations with Contact Center applications, SAP, self-service portals, and payment gateways. Operating within an Agile framework, you will collaborate with cross-functional teams to deliver high-performing, user-focused solutions while supporting training, change management, and system adoption. The role involves aligning customizations with functional needs, contributing to CI/CD pipelines, and ensuring compliance with best practices and standards throughout the software development lifecycle.

Duties:

• Configure and develop Microsoft Dynamics 365 CE applications based on Agile backlog requirements.

• Collaborate with technical leads, project managers, and stakeholders to ensure successful and timely project delivery.

• Define and support functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, SAP systems, and payment gateways.

• Configure Omnichannel features in Dynamics 365 CE such as Channels, Workstreams, and Unified Routing.

• Ensure seamless integration and data flow across systems with a focus on best-in-class performance.

• Provide ongoing support, maintenance, and optimization of Dynamics 365 CE solutions.

• Identify and implement system enhancements to improve functionality and user experience.

• Support the development and delivery of end-user training materials and promote user adoption.

• Align system customizations with functional needs and business requirements.

• Build and operate within CI/CD pipelines, adhering to Application Lifecycle Management (ALM) best practices and internal software development standards.

• Lead and participate in team activities related to enterprise system development efforts.

• Develop and maintain productive relationships with business owners, sponsors, vendors, and clients.

• Work independently and adhere to all organizational standards, policies, and procedures.

• Utilize software tools to perform job duties effectively.

• Perform additional related duties as assigned.

Required Skills:

• 5+ years of experience developing and configuring business applications within the Microsoft Dynamics 365 CE CRM environment.

• 3+ years of experience configuring Dynamics 365 Customer Service features such as Omnichannel, Unified Routing, and related functionalities.

• Delivered at least two full-scale Dynamics 365 CE implementations for high-volume contact centers.

• Hands-on experience integrating Dynamics 365 CE with ERP systems (e.g., SAP) and payment gateways.

• Deep understanding of Dynamics 365 CE capabilities including Customer Service configuration, customization, and user management.

• Familiarity with Agile development methodologies and experience working in Agile teams.

• Proficient in Microsoft Office 365 tools (Teams, Word, Excel, PowerPoint) and Azure DevOps (ADO) Testing Module.

• Strong knowledge of Contact Center technologies, including IVR, telephony, self-service portals, and native mobile apps.

Certifications:

Required:

• Dynamics 365 Fundamentals (MB-910)

• Microsoft Power Platform + Dynamics 365 Core (MB-200)

• Power Platform App Maker Associate (PL-100)

• Dynamics 365 Customer Service Functional Consultant Associate (MB-230)

• Power Platform Developer Associate (PL-400)

In Progress/Preferred:

• Power Platform Functional Consultant Associate (PL-200)

• Dynamics 365 + Power Platform Solution Architect Expert (PL-600)

• Microsoft Dynamics Fast Track recognized architect

• Microsoft Most Valuable Professional (MVP) recognition

Preferred Skills:

• Experience with enterprise business solutions, specifically SAP projects

• Familiarity with ITIL/ITSM practices and methodologies

• Equivalent combination of education and/or relevant experience may be considered