Senior Software Engineer - D365 CE Technology

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Job Description:

Caterpillar is seeking a Senior Developer with strong technical expertise in Microsoft Dynamics 365 (D365), specifically in Contact Center, Customer Service, and/or Sales modules. The ideal candidate will design, develop, and implement scalable solutions, ensuring seamless integrations, optimized performance, and customizations. This role requires deep technical proficiency in Power Platform, extensions, and integration frameworks, with a focus on delivering business value through hands‑on development and automation.

Key Responsibilities

Technical Delivery & Development

• Develop and customize Dynamics 365 application using C#, JavaScript, TypeScript, and Power Platform components (Power Apps, Power Automate, Power Pages).
• Build plugins, workflows, Power Automate flows, and custom components to extend functionality.
• Ensure adherence to Microsoft best practices, extensibility framework, and upgrade‑safe customizations.
• Optimize solutions for performance, scalability, and maintainability.
• Support Microsoft Teams Phone Extensibility or Azure Communication Service within D365.

Integration Engineering

• Design and implement integrations between D365 and external systems using:
  • OData / Web APIs
  • REST / SOAP services
  • Azure Logic Apps, Service Bus, Data Factory
• Troubleshoot and optimize integration performance across D365, Snowflake, Microsoft Fabric, and other applications.

Data Management, Security & Compliance

• Support data migration strategies using Data Export Service, KingswaySoft, or DMF connectors.
• Configure security roles, privileges, and field‑level security to ensure compliance.
• Implement auditing, logging, and monitoring for the D365 application.

DevOps & Environment Management

• Manage version control and code merges using GitHub repositories.
• Implement CI/CD pipelines in Azure DevOps.
• Oversee build, release, and deployment activities across Dev/UAT/QA/Prod environments.

Automation & AI Solutions

• Develop automation workflows using Power Automate and Copilot Studio.
• Leverage AI Builder for intelligent document processing, sentiment analysis, and predictive insights.
• Build, enable, and manage Copilot Studio IVR Agents.
• Configure routing actions in D365, including escalations, call transfers, and SLA actions, using Power Automate Flows.
• Create reusable templates, frameworks, and accelerators for solution delivery.

Collaboration & Communication

• Work closely with functional consultants, business analysts, and project teams to translate requirements into technical solutions.
• Participate in workshops, demos, and technical discussions with Cat Customer Service stakeholders.
• Provide technical guidance to peers and contribute to delivery excellence.

What You Will Have

Technical Expertise

• Strong hands‑on experience with Dynamics 365 modules (Contact Center, Customer Service, Sales).
• Strong hands-on experience with building and maintaining integrations between D365 and external systems.
• Proficiency in plugin development, workflows, Power Automate, and custom UI components.
• Skilled in JavaScript/TypeScript, C#, and Power Platform (Power Apps, Power BI, Power Pages).
• Knowledge of D365 data model, entities, and security framework.
• Knowledge of Team Phone Extensibility and Azure Communication Service.
• Experience with creating and deploying Agents in Copilot Studio.
• Experience with D365 Contact Center unified routing.

Tools & Frameworks

• Experience with Azure services (Logic Apps, Service Bus, Functions, API Management).
• Skilled in integration frameworks and ETL tools for D365 data migration.
• Proficiency in GitHub, Azure DevOps pipelines, and environment management.

Considerations for Top Candidates

• Microsoft Copilot Expertise – Advanced skills with creating and maintaining Copilot Agents.
• Plugin Development Mastery – Advanced ability to design and implement custom plugins in C# for complex business logic across Contact Center, Customer Service, and Sales.
• JavaScript/TypeScript Expertise – Skilled in customizing D365 forms, ribbons, and UI components using modern scripting frameworks.
• Power Platform Integration – Hands‑on experience embedding Power Apps, Power BI dashboards, and Power Pages into D365 solutions.
• Testing & Quality Assurance – Skilled in writing unit tests for plugins, automated UI tests, and regression testing for D365 customizations.
• Data Migration & ETL – Experience with tools like KingswaySoft, Scribe, or custom ETL pipelines for migrating D365 data securely and efficiently.
• API & Web Resource Development – Ability to build and manage custom APIs, web resources, and secure authentication flows for integrations.
• Voice – Experience with Azure Communication Services or Team Phone Extensibility.
• Offline & Mobile Optimization – Expertise in configuring D365 for mobile/offline scenarios, ensuring performance and usability for field engineers.
• Upgrade & Release Readiness – Ability to validate customizations against Microsoft D365 updates, apply patches, and ensure upgrade‑safe delivery.
• Monitoring & Diagnostics – Skilled in using Application Insights, plugin trace logs, and telemetry to monitor D365 performance and troubleshoot issues.
• Reusable Frameworks – Experience creating reusable libraries, templates, and accelerators to standardize D365 development across projects.
• Test Automation Expertise – Extensive experience with modern testing frameworks and tools for D365 applications.
• Data Integration & Analytics Mastery – Working knowledge of Microsoft Fabric and other middleware solutions to design scalable integration pipelines, unify D365 data, and deliver advanced reporting and analytics across all D365 modules.

Experience

• Bachelor's degree in Computer Science, Engineering, or related field.
• 8–10+ years of CRM technical development experience, with 5+ years in Dynamics 365 Customer Engagement (CE).
• Proven track record in at least 4 full‑cycle CRM or D365 implementations (Contact Center, Customer Service, Sales, and/or Marketing).
• Exposure to Agile/Scrum methodologies and working in cross‑functional teams.

Certifications (Preferred)

• MB‑400: Microsoft Power Apps + Dynamics 365 Developer
• PL‑400: Microsoft Power Platform Developer
• PL‑600: Microsoft Power Platform Solution Architect
• MB 210, MB 220, MB 230, & MB 240 Dynamics 365 Functional Consultant Associat

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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