Microsoft Dynamics 365 Contact Center Engineer

SAIC is looking for a Dynamics 365 Contact Center Engineer, responsible for designing, building, customizing, and integrating solutions within the Microsoft Dynamics 365 Customer Service ecosystem, including Omnichannel for Customer Service, Unified Routing, and Dynamics Contact Center telephony integrations. This role works closely with business stakeholders, product owners, and IT teams to further modernize customer support operations, streamline case management, and deliver world‑class service experiences. 

Hybrid: 3 days onsite / 2 Days remote- Washington, DC

Job Duties:

• Key role in the migration of legacy Call Center telephony solutions into Dynamics 365 Contact Center integrated with Dynamics 365 Customer Service
• Implement, configure, and optimize Omnichannel for Customer Service and Dynamics Contact Center, including channels such as voice, chat, and SMS
• Develop and maintain integrations with third‑party telephony and contact center platforms (e.g., Azure Communication Services, Teams Phone, Copilot Studio IVR Agents, Power Apps, Logic Apps, ServiceNow)
• Implement Unified Routing, queues, SLA/KPI tracking, and knowledge management features
• Develop plugins, custom workflow activities, JavaScript, and PCF controls as needed
• Troubleshoot issues related to Customer Service Hub, Omnichannel, routing, capacity, and telephony integrations
• Ensure solutions adhere to security, compliance, data governance, and performance best practices
• Produce technical documentation, solution diagrams, and release artifacts
• Partner with business units to gather requirements and translate them into technical designs

Required:

• BS and 5+ years of experience developing in Dynamics 365 Customer Service or Contact Center platforms
• Ability to obtain and maintain a public trust requiring U.S. Citizenship or Green Card
• Strong understanding of Customer Service Hub, Omnichannel, Unified Routing, Case Management, and Knowledge Management
• Experience with Copilot Studio, including developing Agents, Flows and tools
• Experience with Power Platform, including Canvas/Model‑Driven Apps and Power Automate
• Experience working with Dynamics Contact Center and telephony solutions (e.g., Teams Phone, IVR, CTI)
• Hands-on experience with Azure (Logic Apps, Functions, Communication Services, API Management)
• Proficiency in JavaScript, C#, PowerShell, and D365 SDKs
• Understanding of integrations, REST APIs, and webhooks
• Familiarity with ALM, DevOps pipelines, and solution management
• Excellent communication and documentation skills

Desired:

• Microsoft certifications such as: 
  • PL‑200 (Power Platform Functional Consultant)
  • PL‑400 (Power Platform Developer)
  • MB‑230 (Dynamics 365 Customer Service)
• Experience in government, regulated industries, or enterprise‑scale environments
• Knowledge of data modeling, data migration, and Dataverse performance optimization