Position Summary
The Dynamics 365 Developer – Case Management will support the configuration, customization, and enhancement of a Microsoft Dynamics 365 Customer Service case management solution. This role requires hands-on experience with Dynamics 365 Customer Service, model-driven apps, Power Automate, role-based security, and case management workflows. The ideal candidate will understand out-of-the-box Dynamics case management capabilities and be able to extend them to meet business and investigative process needs.
Key Responsibilities
- Configure and customize Dynamics 365 Customer Service to support case management workflows.
- Modify and enhance model-driven apps, including forms, views, dashboards, and business process flows.
- Work within Customer Service Workspace to support case handling, routing, SLA tracking, and knowledge management.
- Configure case management features such as cases, SLAs, queues, routing rules, and knowledge base articles.
- Build and maintain Power Automate flows for business process automation.
- Configure role-based security, access permissions, and user roles within Dynamics 365 and Power Platform.
- Perform data model updates to support customized case management requirements.
- Use or embed Canvas apps or custom pages when needed to extend model-driven app functionality.
- Support troubleshooting, defect resolution, and system stabilization during development and testing.
- Collaborate with business stakeholders, integration developers, QA testers, and project team members.
Required Qualifications
- Experience with Microsoft Dynamics 365 Customer Service.
- Hands-on experience with Dynamics 365 case management functionality.
- Understanding of out-of-the-box case management concepts, including cases, SLAs, routing, queues, and knowledge base articles.
- Experience modifying model-driven apps.
- Experience working with Customer Service Workspace.
- Experience with Power Automate.
- Ability to configure role-based security.
- Experience updating data models for customized implementations.
- Experience with forms, views, and business process flows.
- Ability to work across both configuration and development responsibilities.
Preferred Qualifications
- Investigative case management experience.
- JavaScript development experience.
- Front-end plugin development experience.
- Experience embedding Canvas apps or custom pages into model-driven apps.
- Experience supporting federal, healthcare, compliance, audit, investigation, or case management environments.
Pay: $75.00 - $80.00 per hour
Work Location: Remote
