Lead Software Engineer-Dynamics 365 Contact Center

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Software Engineer – Dynamics 365 Contact Center based in the United States.** The Lead Software Engineer will drive the design, development, and implementation of enterprise-scale customer engagement solutions built on Microsoft Dynamics 365 and the broader Microsoft cloud ecosystem. This role combines hands-on software engineering with technical leadership to deliver scalable, integrated, and high-performing contact center experiences. You will work across Dynamics 365 Contact Center, Dynamics 365 Customer Service, Power Platform, Azure, and Microsoft Teams to modernize customer service capabilities. As a technical leader, you will establish engineering standards, guide architectural decisions, and mentor engineers, analysts, and consultants. You will also explore emerging technologies, including Copilot, AI agents, and automation, to improve service delivery and operational efficiency. The position offers the opportunity to solve complex technical challenges and influence enterprise platform strategy in an environment focused on digital innovation. You will join a collaborative organization that values continuous learning, strong relationships, and meaningful customer impact. ### Accountabilities: As Lead Software Engineer, you will own key technical decisions and guide the development, integration, and support of enterprise contact center solutions, ensuring reliability, maintainability, and alignment with business needs. - **Lead solution architecture:** Design and implement enterprise-scale Dynamics 365 Contact Center solutions, defining architecture patterns and technical approaches that support scalable customer engagement. - **Develop end-to-end solutions:** Build integrated customer service experiences using Dynamics 365 Contact Center, Dynamics 365 Customer Service, Power Platform, Azure services, and Microsoft Teams. - **Establish engineering standards:** Define coding practices, development guidelines, reusable architecture patterns, and implementation standards across projects. - **Create technical documentation:** Produce detailed technical specifications, solution diagrams, integration designs, and other documentation required for effective development and maintenance. - **Build custom applications and integrations:** Develop applications, plugins, workflows, integrations, and automation using Microsoft Power Platform and .NET technologies. - **Provide technical leadership:** Mentor engineers, analysts, and consultants, offering guidance on implementation approaches, troubleshooting, design decisions, and engineering best practices. - **Review technical deliverables:** Evaluate solution designs, code, configurations, and deployment plans to ensure quality, security, and consistency with established standards. - **Explore emerging technologies:** Assess new Microsoft platform capabilities, including Copilot, AI agents, automation, and advanced contact center features, and identify opportunities to improve customer experiences. - **Resolve complex technical issues:** Lead troubleshooting and support for high-impact incidents involving multiple systems, teams, or technologies. - **Drive continuous improvement:** Identify opportunities to enhance platform performance, integration reliability, development efficiency, and the overall quality of customer engagement solutions. **Requirements:** The ideal candidate is an experienced software engineer with deep Microsoft Dynamics 365 expertise, strong architectural skills, and a proven ability to lead technical initiatives and deliver complex enterprise solutions. - **Education:** Bachelor's degree in a related field, or equivalent knowledge and experience gained through a combination of education and relevant professional work. - **Software engineering experience:** At least 7 years of professional software engineering experience. - **Dynamics 365 expertise:** At least 5 years of experience implementing Microsoft Dynamics 365 solutions. - **Technical leadership:** At least 3 years of experience leading technical teams, projects, or enterprise platform implementations. - **Microsoft ecosystem knowledge:** Experience designing and delivering solutions across Dynamics 365, Power Platform, Azure services, and integrated enterprise systems. - **Development expertise:** Ability to build custom applications, plugins, workflows, integrations, and automation using .NET and Microsoft Power Platform technologies. - **Solution architecture:** Strong understanding of enterprise application design, integration patterns, technical documentation, code quality, and development standards. - **Troubleshooting skills:** Ability to investigate and resolve complex technical issues spanning multiple systems and technologies. - **Communication and mentoring:** Strong communication skills and the ability to guide technical teams, collaborate with cross-functional stakeholders, and explain complex concepts clearly. - **Preferred Dynamics experience:** Hands-on experience with Dynamics 365 Customer Service or Dynamics 365 Contact Center. - **Preferred development skills:** Experience with Power Apps Component Framework (PCF). - **AI-assisted development:** Familiarity with AI-assisted software development tools and emerging Microsoft AI capabilities is an advantage. **Benefits:** - **Annual salary:** $117,700–$188,300, with individual compensation determined by relevant experience, education, skills, performance, and work location. - **Potential incentive compensation:** Eligible candidates may participate in applicable incentive or short-term incentive plans, subject to plan terms. - **Medical coverage:** Access to medical and prescription drug coverage for eligible associates and their eligible dependents. - **Retirement savings:** Access to a 401(k) retirement savings plan. - **Employee assistance:** Employee Assistance Program (EAP) to support personal and professional well-being. - **Fitness programs:** Access to virtual fitness center programs. - **Associate discounts:** Access to an employee discount program. - **Travel protection:** Automatic enrollment in Business Travel Accident Insurance. - **Tax preparation benefit:** Associate Tax Prep benefit. - **Remote work:** Remote position offering flexibility in where you work within the United States, subject to applicable requirements. - **Professional growth:** A collaborative, high-performing culture that emphasizes continuous learning, innovation, and meaningful contributions.