Dynamics 365 Technical Consultant – Copilot Studio, AI & CCaaS

Only for US Citizens/ GC Holder/ GC EAD Dynamics 365 Customer Engagement Functional Consultant - 2 Positions Title: Dynamics 365 Customer Engagement (D365 CE) Functional Consultant Location: Hybrid mostly Remote with 1 week per month onsite in Harrisburg,PA Employment Type: 6 month Contract About the Role We’re looking for a Dynamics 365 Customer Engagement Functional Consultant to lead end-to-end solution design, configuration, and rollout of D365 CE workloads (Customer Service, Sales, Field Service, and Contact Center/CCaaS). You’ll work closely with business stakeholders to translate customer service and engagement processes into scalable, AI-enabled solutions using Dynamics 365, Power Platform, and Copilot. Key Responsibilities • Lead discovery workshops with business and IT stakeholders to understand current processes, pain points, and objectives across customer service/contact center and sales. • Translate requirements into functional designs, user stories, and configuration for Dynamics 365 Customer Engagement (Customer Service) • Design and configure case management, queues and routing, SLAs, entitlements, knowledge management, omnichannel channels, and contact center workflows. • Shape and validate use cases for Copilot (within Dynamics 365 and Copilot Studio), including assisted replies, summarization, and AI-driven insights. • Work with technical consultants to design integrations, data migration, and extensions (plugins, custom connectors, Power Automate flows). • Configure and test Omnichannel for Customer Service / Contact Center capabilities (voice, chat, SMS, social, bots, routing). • Define and document business process flows, security roles, and data models aligned to best practices. • Create functional specifications, test cases, UAT scripts, and training materials; support UAT and user adoption activities. • Support deployment planning, cutover, and post-go-live stabilization. • Advise customers on roadmap, best practices, and phased adoption of D365 CE, Power Platform, and AI capabilities. Required Qualifications • 5+ years of experience as a Functional Consultant/Business Analyst working with Dynamics 365 Customer Engagement (or legacy CRM). • Hands-on experience configuring D365 Customer Service and/or Omnichannel for Customer Service (or comparable cloud contact center). • Strong understanding of customer service, contact center, or customer engagement processes (case lifecycle, routing, SLAs, knowledge, escalation paths). • Experience writing user stories, acceptance criteria, and functional design documents. • Practical exposure to Power Platform (Power Apps, Power Automate) for low-code extension of D365. • Familiarity with Copilot and generative AI scenarios in Dynamics 365 (e.g., email suggestions, summarization, knowledge search). • Excellent communication skills with ability to facilitate workshops and present to business stakeholders. Preferred Qualifications • Experience with Dynamics 365 Customer Service Contact Center / CCaaS or other CCaaS platforms (e.g., Five9, NICE, Genesys, Amazon Connect). • Exposure to Copilot Studio / Power Virtual Agents (designing conversational bots, integrating with D365 and knowledge sources). • Experience in regulated or public sector environments is a plus. • Relevant Microsoft certifications (e.g., MB-210, MB-230, PL-200, PL-400). 1. Dynamics 365 Technical Consultant – Copilot Studio, AI & CCaaS - 2 Position Title: Dynamics 365 Technical Consultant (Copilot Studio, AI & Contact Center) Location: Hybrid mostly Remote with 1 week per month onsite in Harrisburg,PA Employment Type: 6 month Contract About the Role We’re seeking a senior Technical Consultant with deep experience across Dynamics 365 Customer Engagement, Power Platform, and modern CCaaS/omnichannel solutions. This role focuses on building secure, scalable extensions and AI-powered experiences using Copilot Studio, Power Automate, plugins, and integrations to telephony/contact center platforms. You’ll partner with functional consultants and architects to translate solution designs into high-quality technical implementations. Key Responsibilities • Design and implement technical solutions on Dynamics 365 CE (primarily Customer Service / Omnichannel / Contact Center) and Power Platform. • Develop and configure Copilot Studio bots/agents, including: • Conversational flows and prompts • Integration with D365 data and external APIs • Use of knowledge bases (SharePoint, websites, files) • Implement AI-driven experiences: context-aware responses, summarization, routing intelligence, and guided workflows in customer service scenarios. • Configure and extend contact center/CCaaS capabilities (voice, chat, SMS, social) integrated with Dynamics 365 Customer Service Contact Center or other CCaaS platforms. • Build customizations in D365: plugins, custom workflow activities, JavaScript, custom pages, Power Apps (model-driven), and Power Automate flows. • Design and implement integrations using Azure services (Logic Apps, Functions, Service Bus, API Management) and/or third-party middleware. • Own technical design documentation, solution diagrams, and integration specifications. • Ensure solutions adhere to security, compliance, and performance best practices (Entra ID, role-based security, data policies, ALM). • Participate in code reviews, performance tuning, and troubleshooting complex issues across environments. • Support DevOps/ALM pipelines for D365 and Power Platform (solution management, deployment automation, branching strategies). Required Qualifications • 5+ years of hands-on experience implementing and extending Dynamics 365 Customer Engagement (Customer Service and/or Omnichannel). • Strong experience with Power Platform (Power Apps, Power Automate) and Azure integration services. • Practical experience with Copilot Studio / Power Virtual Agents: building bots, integrating with D365 and external systems, and working with knowledge sources. • Solid understanding of CCaaS/contact center concepts: telephony integration, IVR, skills-based routing, queues, agent experience, reporting. • Proficiency in relevant technologies: • C#, .NET, JavaScript/TypeScript • Dataverse data model, plugins, custom connectors • REST/JSON APIs and webhooks • Experience implementing security and governance for Power Platform and D365 (environments, DLP policies, role-based access). • Strong problem-solving skills with ability to debug across app, integration, and data layers. Preferred Qualifications • Experience with Dynamics 365 Customer Service Contact Center or integration with major CCaaS platforms (NICE, Genesys, Five9, Amazon Connect, etc.). • Experience with AI/ML services in Azure (Azure OpenAI, Cognitive Services) and integrating them into business apps. • Exposure to CI/CD for Power Platform and D365 (e.g., Azure DevOps, GitHub Actions). • Microsoft certifications such as PL-400, PL-600, MB-230, or AI-related certifications.