Lead Developer - Dynamics 365 Customer Service Workspace Migration

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