Channel Management Developer Jobs

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3d ago

Microsoft Dynamics Developer

Booz Allen Hamilton Bethesda, MD

Bethesda, MD

3d ago

$87k - $198k/yr Full time Automation Channel Management Cloud

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Job Description

Based in Bethesda, MD, Booz Allen Hamilton seeks a Dynamics 365 Customer Service and Omnichannel Developer to design, configure, and extend CRM capabilities and AI-enabled workflows for enterprise contact centers. This onsite role emphasizes modernizing service delivery, collaborating with analysts, SMEs, architects, and data teams to translate operations into scalable CRM configurations, and elevating customer experiences through AI-driven processes.

Benefits

Health benefits
Life insurance
Disability benefits
Financial benefits
Retirement benefits
Paid leave
Professional development
Tuition assistance
Work-life programs
Dependent care
Recognition awards program

Responsibilities

Design, configure, and extend Microsoft Customer Service and Omnichannel capabilities.
Integrate modern AI and Copilot features that enhance routing, case handling, agent assist, and customer experience.
Build and optimize core customer service workflows, Dataverse components, routing logic, and agent workspace experiences that support multi-tier contact center operations across the enterprise.
Incorporate AI into day-to-day service delivery, building AI-assisted experiences, controlled topics, intent models, knowledge grounding, conversation summarization, and automation patterns that improve agent efficiency and reduce operational burden.
Collaborate with analysts, contact center SMEs, architects, and data teams to translate operational requirements into scalable CRM configuration, AI-enabled workflows, and compliant implementation patterns.
Accelerate modernization and elevate the service experience across Centers.

Requirements

5+ years of experience configuring Dynamics 365 Customer Service or Omnichannel, including forms, views, business rules, SLAs, queues, routing, and case processes
5+ years of experience designing or enhancing applications using Power Platform, including Dataverse, model‑driven apps, Power Pages, and canvas apps
Experience configuring or extending Dataverse tables, relationships, security roles, automation, or workflows
Experience implementing routing rules, workstreams, session templates, agent‑workspace components, or interaction handling workflows
Experience working with business stakeholders to document requirements, map customer service workflows, and design optimized processes
Experience with Power Automate or tools to support automation, integrations, or process orchestration
Ability to work within Agile delivery teams to design, configure, test, and validate CRM and AI‑enabled capabilities
Bachelor's degree

Technologies

Microsoft Dynamics 365 Customer Service
Omnichannel
Dataverse
Power Platform
Power Pages
Canvas apps
Power Automate
Copilot Studio
JavaScript
APIs

Compensation

The projected compensation range for this position is $86,800.00 to $198,000.00 (annualized USD). The estimate shown represents the typical salary range for this position and is one component of Booz Allen’s total compensation, influenced by location, qualifications, and experience.

Work model

Onsite: work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role.

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