Functional Developer (Dynamics 365 Contact Centre & CRM) – AR

Job Details

Job Description – Functional Developer (Dynamics 365 Contact Centre & CRM)

Role Overview

We are seeking an experienced Functional Developer – Dynamics 365 Contact Centre & CRM to configure, develop and support Microsoft Dynamics 365 Customer Service and Contact Centre solutions. The successful candidate will translate business requirements and solution designs into effective CRM functionality, ensuring systems meet operational needs and provide a positive customer experience.

Key Responsibilities

  • Configure and support Microsoft Dynamics 365 Customer Service and Contact Centre solutions.
  • Develop and maintain CRM functionality, including case management, queues, routing rules and service-level agreements (SLAs).
  • Configure customer contact channels, including voice, email and digital communications.
  • Support telephony integrations, including Microsoft Teams Phone, Direct Routing, Azure Communication Services (ACS) and SIP-based voice solutions.
  • Use Microsoft Power Platform tools, including Dataverse, Power Automate, Power Apps and Power BI, to enhance CRM processes.
  • Translate business requirements and technical designs into functional solutions.
  • Support system integrations, customisations and workflow automation.
  • Carry out testing, troubleshooting and issue resolution to ensure systems operate effectively.
  • Manage solution deployments and releases across development, testing and production environments.
  • Maintain technical documentation and communicate effectively with stakeholders.
  • Ensure solutions follow appropriate security, governance and data protection requirements.

Essential Skills and Experience

  • Proven hands-on experience with Microsoft Dynamics 365 Customer Service and/or Contact Centre.
  • Experience configuring CRM functionality, particularly case management and customer service processes.
  • Knowledge of Microsoft Power Platform, including Dataverse and Power Automate.
  • Experience with system integrations, solution deployment and release management.
  • Strong troubleshooting and problem-solving skills.
  • Ability to interpret business requirements and deliver practical technical solutions.
  • Good communication skills and the ability to work with technical and non-technical stakeholders.
  • Understanding of security, access controls and data protection.

Desirable Experience

  • Experience integrating telephony solutions with Dynamics 365, particularly Teams Phone, Direct Routing, ACS or SIP.
  • Experience configuring contact centre queues, routing rules and SLAs.
  • Familiarity with Azure services and Azure DevOps.
  • Experience delivering CRM solutions within the public sector or other regulated environments.

Ideal Candidate

The ideal candidate will have strong practical experience configuring and supporting Dynamics 365 Customer Service and Contact Centre solutions. They will be confident working across CRM functionality, Power Platform tools, integrations and deployments, with the ability to troubleshoot issues and deliver reliable solutions that meet business requirements.

Please note: Hands-on Dynamics 365 Contact Centre and telephony integration experience is particularly valuable for this role.