Microsoft Dynamics Developer

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.