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1d ago

Lead Developer - Dynamics 365 Customer Service Workspace Migration

Fathom Management LLC Austin, TX 🇺🇸 Remote

Austin, TX

1d ago

$160k - $180k/yr Full time Manager API CRM

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Job Description

Fathom Management LLC is hiring a technical lead to guide modernization of an existing Dynamics 365 Customer Service platform, with a primary focus on migrating Unified Service Desk (USD) to Customer Service Workspace (CSW). This role combines hands-on engineering with delivery governance while coordinating a team of developers and integration resources.

Team Leadership and Technical Direction

Lead a development and integration team of 5–7 members
Provide technical direction, architecture input, and oversight across CSW and related platform capabilities
Establish development standards and governance for consistent delivery practices
Conduct design and code reviews
Mentor developers and integration resources throughout the engagement

Migration, Integration, and Delivery Governance

Develop migration frameworks and reusable implementation patterns
Ensure testing and deployment readiness to support production-quality delivery with minimal post-deployment defects
Manage technical risk and dependency management across workstreams
Coordinate development, integration, testing, and deployment activities
Oversee technical execution and provide accurate status reporting
Manage requirements, development tasks, defects, dependencies, risks, and milestones in JIRA
Deliver contractual milestones within the approved scope and schedule

Core Responsibilities and Technical Scope

The role focuses on migrating and modernizing USD functionality into native CSW capabilities, while updating supporting integrations and ensuring functional parity across workflows. Key areas include CSW and Dataverse architecture, API modernization, telephony and CTI integrations, and end-to-end migration planning.

Required Qualifications

5+ years of D365 Customer Service and CSW experience
Deep hands-on CSW implementation experience
Proven USD-to-CSW migration and modernization experience
Experience with session templates, application tabs, productivity tools, macros, agent scripts, knowledge integration, and multisession
Ability to replace legacy USD functionality with native CSW capabilities where appropriate
Experience analyzing and migrating custom controls, hosted applications, action calls, session management, navigation rules, agent scripts, and CTI integrations
Ability to establish reusable migration patterns and technical standards
Advanced Dataverse architecture and data modeling experience
Business logic and security architecture experience, including Business Units, Security Roles, Teams, Field Security Profiles, and record ownership
Experience with Power Apps and Power Automate
Working knowledge of JavaScript/TypeScript and C# including plug-ins and Custom APIs
Modernization of APIs supporting the legacy USD environment, including analysis and re-implementation of integrations
Experience with API contracts, authentication, data mapping, and error handling
REST API development and integration testing, including functional-parity validation
Understanding of CTI and telephony integration, including screen pop, customer identification, call context transfer, activity creation, and agent desktop integration
Bachelor’s degree in Computer Science, IT, Engineering, or related field
8+ years Dynamics 365/CRM development
Strong JIRA experience
Demonstrated technical leadership of development resources
OAuth 2.0 and OpenID Connect experience
Working knowledge of CTI/telephony and multisession workspace concepts

Preferred Qualifications

PCF experience
Cisco Contact Center / Webex Contact Center / Cisco Finesse experience or Genesys Cloud CX / Genesys Engage experience
Deep expertise in Customer Service Workspace and Unified Service Desk
Omnichannel for Customer Service
Microsoft Power Platform certifications
Advanced CTI and agent-desktop integrations
Fixed-price modernization/SI engagements experience

Technologies

Dynamics 365 Customer Service, Customer Service Workspace, Unified Service Desk
Dataverse, Power Apps, Power Automate
JavaScript, TypeScript, C#, plug-ins, Custom APIs, PCF
REST APIs, OAuth 2.0, OpenID Connect
JIRA
CTI
Cisco Contact Center, Webex Contact Center, Cisco Finesse
Genesys Cloud CX, Genesys Engage

Location and Compensation

Austin, TX (remote). Salary range: USD 160,000–180,000 per year.

Benefits

Paid vacation, sick leave, and holidays
Medical, dental, and vision insurance
Life insurance
Short- and long-term disability insurance
401(k)
Military leave
Professional training and development
Tuition reimbursement
Employee wellness program
Commuter benefits
And more

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