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As a Dynamics 365 Contact Center Developer, you will design, configure, and extend Microsoft Customer Service and Omnichannel capabilities, while integrating modern AI and Copilot features that enhance routing, case handling, agent assist, and customer experience. You’ll build and optimize core customer service workflows, Dataverse components, routing logic, and agent workspace experiences that support multi‑tier contact center operations across the enterprise.
You’ll also help shape the contact center of the future by incorporating genera AI into day‑to‑day service delivery. This includes building AI‑assisted experiences, controlled topics, intent models, knowledge grounding, conversation summarization, and automation patterns that improve agent efficiency and reduce operational burden.
You’ll work with analysts, contact center SMEs, architects, and data teams to translate operational requirements into scalable CRM configuration, AI‑enabled workflows, and compliant implementation patterns. Your combined CRM and AI expertise will accelerate modernization and elevate the service experience across Centers.
Join us. The world can’t wait.
5+ years of experience configuring Dynamics 365 Customer Service or Omnichannel, including forms, views, business rules, SLAs, queues, routing, and case processes
5+ years of experience designing or enhancing applications using Power Platform, including Dataverse, model‑driven apps, Power Pages, and canvas apps
Experience configuring or extending Dataverse tables, relationships, security roles, automation, or workflows
Experience implementing routing rules, workstreams, session templates, agent‑workspace components, or interaction handling workflows
Experience working with business stakeholders to document requirements, map customer service workflows, and design optimized processes
Experience with Power Automate or tools to support automation, integrations, or process orchestration
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Ability to work within Agile delivery teams to design, configure, test, and validate CRM and AI‑enabled capabilities
Bachelor's degree
Experience with Copilot Studio, conversational AI, intent classification, agent assist prompts, adaptive cards, or generative orchestration
Experience building AI‑enabled workflows such as interaction summaries, recommended actions, knowledge grounding, or automated routing suggestions
Experience designing customer‑experience journeys or optimizing contact center workflows using AI insights or automation
Experience with additional coding languages or integration patterns such as JavaScript or APIs
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.
AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided .
Work Model Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings.
Remote : If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility.
Hybrid : If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility.
Onsite : If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.
All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.
Verified company details for this employer are not available yet.
USD 86800-198000 yearly / year
Full-time
Senior · 5+ years experience
Hybrid
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