Senior Software Engineer - D365 Specialist
Core
Lead the design and build of autonomous Dynamics 365 agentic AI solutions for an enterprise-scale IT Contact Centre, transforming voice, chat, and case management experiences.
Role type
Senior Software Engineer (Dynamics 365 & Agentic AI)
Builds
Intelligent IT Contact Centre capabilities including VoiceBot, Live Chat, and case management handovers
Domain
Banking / Enterprise Contact Centre / Microsoft Dynamics 365
Deliverable
production ML models | product features
Required skills
Dynamics 365 (Contact Centre, Customer Service, Omnichannel, Dataverse), Agentic AI, Microsoft Copilot Studio, LLM engineering, C#/.NET, Power Platform (pro-code), Azure integration, API-driven patterns
Preferred skills
IVR design, intelligent routing, SLA management, ServiceNow ITSM integration, regulated environment experience
Technologies
Dynamics 365, Microsoft Copilot Studio, Dataverse, Azure OpenAI, Azure AI Foundry, Power Automate, Power Apps, ServiceNow, REST APIs
Responsibilities
Lead design of autonomous Dynamics 365 capability, develop agentic AI solutions, build and optimise case management, integrate with enterprise platforms, translate requirements to solution designs, ensure compliance in regulated environments
Seniority
Senior, hands-on IC
