Senior Dynamics 365 Developer

Nauchsoft is an international IT consulting and software development company. We have been in the IT business for 37 years and continue growing.

We are looking for a Senior Dynamics 365 Developer to serve as the primary hands-on builder on a Microsoft Dynamics 365 Contact Center implementation for a logistics and freight-services client. Working as main technical expert, driving the project to success, you will own platform configuration, AI-bot development, case management build-out, and defect resolution across a phased delivery — from foundation setup through go-live and post-launch hypercare.

Key Responsibilities

• Configure Dynamics 365 Contact Center channels (voice, live chat, email, WhatsApp, SMS) and provision the underlying Power Platform/Azure environments.
• Build and publish the bilingual AI voice and chat bots in Microsoft Copilot Studio, including topic design, generative-answer configuration, and human-handoff logic.
• Configure baseline security (SSO/MFA/RBAC, DLP policies, encryption) and AI governance controls (content moderation, human-in-the-loop fallback, kill switch).
• Build out unified case management: dynamic queues, rule-based routing, SLA-based prioritization, and a shared customer/case data model in Dataverse.
• Build the Copilot-powered agent workspace and real-time/historical reporting dashboards.
• Support integration work with the client's core operational systems (read-only, API-based), coordinating with the integrations developer as needed.
• Provide testing support and resolve defects during UAT, go-live cutover, and hypercare.
• Produce technical documentation and administrator guidance for handover to the client and the support team.
• Support the client's independently run security testing (penetration testing, AI red-teaming) with technical coordination and remediation of findings.
• Execute against developed designs make architecture-level decisions with only minimal guidance of Principal Architect.

Required Skills & Experience

• 5+ years of hands-on implementation experience with Microsoft Dynamics 365 (Customer Service / Omnichannel / Contact Center).
• Strong Power Platform skills: Dataverse, Power Automate, model-driven Power Apps, and PCF components.
• Hands-on experience building bots in Microsoft Copilot Studio (topics, generative answers, escalation/handoff design).
• C#/.NET plugin development and JavaScript/TypeScript for client-side customization.
• Experience integrating Dynamics 365 with external systems via REST/Web APIs.
• Solid understanding of the Dynamics 365 security model (security roles, business units, field-level security) and standard identity controls (SSO/MFA).
• Experience configuring omnichannel routing, queues, and SLA rules.
• Comfortable working independently, within a phased delivery model that includes formal UAT and hypercare stages.
• Strong written and verbal English communication, with the ability to produce clear technical and administrator documentation.

Nice to Have:

• Microsoft certification: PL-400 (Power Platform Developer) or an equivalent Dynamics 365 Customer Service credential.
• Prior experience in logistics, freight, or supply-chain domains.
• Experience with embedded Power BI reporting.
• Exposure to responsible-AI or content-moderation guardrail design.
• Arabic language familiarity is a plus but not required — bot-content localization is led by the Business Analyst, not this role.

We offer:

• Opportunity for professional self-realization and growth;
• Friendly team;
• 25-days of paid vacation;
• Medical insurance and 100% payment for sick leave;
• Professional training and obtaining certificates at the company's expense;
• Foreign language courses and other corporate programs;
• A variety of corporate events;
• Bonuses in case of wedding or a child’s birth;
• The possibility of remote work from any location.

This role is prospective and has been created in line with the company’s planned team expansion.