Dynamics 365 Technical Consultant – Copilot Studio, AI & CCaaS

Title: Dynamics 365 Technical Consultant (Copilot Studio AI & Contact Center)
Location: Hybrid mostly Remote with 1 week per month onsite in HarrisburgPA

Were seeking a senior Technical Consultant with deep experience across Dynamics 365 Customer Engagement Power Platform and modern CCaaS/omnichannel solutions. This role focuses on building secure scalable extensions and AI-powered experiences using Copilot Studio Power Automate plugins and integrations to telephony/contact center platforms.

Youll partner with functional consultants and architects to translate solution designs into high-quality technical implementations.

Key Responsibilities

• Design and implement technical solutions on Dynamics 365 CE (primarily Customer Service / Omnichannel / Contact Center) and Power Platform.
• Develop and configure Copilot Studio bots/agents including:
  • Conversational flows and prompts
  • Integration with D365 data and external APIs
  • Use of knowledge bases (SharePoint websites files)
• Implement AI-driven experiences: context-aware responses summarization routing intelligence and guided workflows in customer service scenarios.
• Configure and extend contact center/CCaaS capabilities (voice chat SMS social) integrated with Dynamics 365 Customer Service Contact Center or other CCaaS platforms.
• Build customizations in D365: plugins custom workflow activities JavaScript custom pages Power Apps (model-driven) and Power Automate flows.
• Design and implement integrations using Azure services (Logic Apps Functions Service Bus API Management) and/or third-party middleware.
• Own technical design documentation solution diagrams and integration specifications.
• Ensure solutions adhere to security compliance and performance best practices (Entra ID role-based security data policies ALM).
• Participate in code reviews performance tuning and troubleshooting complex issues across environments.
• Support DevOps/ALM pipelines for D365 and Power Platform (solution management deployment automation branching strategies).

Required Qualifications

• 5 years of hands-on experience implementing and extending Dynamics 365 Customer Engagement (Customer Service and/or Omnichannel).
• Strong experience with Power Platform (Power Apps Power Automate) and Azure integration services.
• Practical experience with Copilot Studio / Power Virtual Agents: building bots integrating with D365 and external systems and working with knowledge sources.
• Solid understanding of CCaaS/contact center concepts: telephony integration IVR skills-based routing queues agent experience reporting.
• Proficiency in relevant technologies:
  • C# .NET JavaScript/TypeScript
  • Dataverse data model plugins custom connectors
  • REST/JSON APIs and webhooks
• Experience implementing security and governance for Power Platform and D365 (environments DLP policies role-based access).
• Strong problem-solving skills with ability to debug across app integration and data layers.
• One or more Microsoft certifications such as PL-400 PL-600 MB-230 or AI-related certifications.
  

Preferred Qualifications

• Experience with Dynamics 365 Customer Service Contact Center or integration with major CCaaS platforms (NICE Genesys Five9 Amazon Connect etc.).
• Experience with AI/ML services in Azure (Azure OpenAI Cognitive Services) and integrating them into business apps.
• Exposure to CI/CD for Power Platform and D365 (e.g. Azure DevOps GitHub Actions).