Dynamics 365 CRM Developer – Contact Center Technology
Fusion HCR, Las Vegas, NV, United States
Fusion HCR is Hiring
Position:
Dynamics 365 CRM Developer – Contact Center & AI Integrations
Location:
Las Vegas, NV (Onsite | Relocation Available)
Type:
Contract-to-Hire
Industry:
Gaming & Hospitality Technology
Position Overview
Fusion HCR is seeking a Dynamics 365 CRM Developer to support and enhance a newly implemented contact center platform within a large‑scale hospitality and gaming environment. This role will focus on taking ownership of a Microsoft‑implemented Dynamics 365 Customer Service / Contact Center solution and transitioning it into an internally supported platform. The developer will work closely with product, project management, and engineering teams to enhance functionality, improve agent experience, and support integrations with AI‑driven tools and external systems. It is an ideal opportunity for a developer who enjoys working in real‑world, customer‑facing systems and wants exposure to contact center operations, automation, and AI‑driven workflows.
Key Responsibilities
Support and enhance Microsoft Dynamics 365 Customer Service and Contact Center (Omnichannel) platform
Develop and maintain custom plugins, workflows, and business rules using C# and Power Platform tools
Customize forms, dashboards, and agent‑facing interfaces to improve usability and performance
Troubleshoot and resolve issues across CRM functionality and integrations
Support contact center workflows including case routing, queues, and agent experience tools
Assist with integrations between Dynamics 365 and external systems (including telephony and AI platforms)
Collaborate with internal teams to optimize customer interaction flows and automation
Troubleshoot integration issues and support ongoing enhancements
Build and maintain Power Automate flows for case management, data movement, and process automation
Support development of Power Apps (model‑driven and canvas) as needed
Contribute to automation initiatives, including AI‑driven agent assist and workflow improvements
Work with Dataverse and Azure‑based services to support data flow and system integrations
Assist with API development and system connectivity across internal and third‑party platforms
Support reporting and data visibility efforts through structured data models
Required Experience
4+ years of experience with Microsoft Dynamics 365 CRM, specifically Customer Service module
Hands‑on experience with:
C# plugins and custom workflows
Power Platform (Power Automate, Power Apps)
CRM customization (entities, forms, business rules)
Experience integrating CRM systems with external applications or APIs
Strong understanding of data modeling within Dataverse
Ability to troubleshoot and support production systems in a fast‑paced environment
Preferred / Nice to Have
Experience with Dynamics 365 Contact Center / Omnichannel
Background supporting contact center or call center environments (any platform)
Exposure to telephony integrations (Avaya, Genesys, Five9, Amazon Connect, etc.)
Experience with Azure services (Functions, Service Bus, Data Factory, etc.)
Familiarity with AI‑driven tools, automation, or agent‑assist technologies
Experience working in hospitality, gaming, or high‑transaction environments
What Success Looks Like
Successfully transitions the platform from vendor‑supported to internally owned
Improves agent workflows and system performance through enhancements and automation
Contributes to ongoing integration of AI and customer experience tools
Becomes a key technical resource supporting a high‑visibility customer platform
Why Join
Opportunity to take ownership of a Microsoft‑built, enterprise contact center platform
Work on real‑time, customer‑facing systems with direct business impact
Exposure to AI, automation, and modern CRM technologies
Long‑term growth potential through contract‑to‑hire conversion
#J-18808-Ljbffr
Position:
Dynamics 365 CRM Developer – Contact Center & AI Integrations
Location:
Las Vegas, NV (Onsite | Relocation Available)
Type:
Contract-to-Hire
Industry:
Gaming & Hospitality Technology
Position Overview
Fusion HCR is seeking a Dynamics 365 CRM Developer to support and enhance a newly implemented contact center platform within a large‑scale hospitality and gaming environment. This role will focus on taking ownership of a Microsoft‑implemented Dynamics 365 Customer Service / Contact Center solution and transitioning it into an internally supported platform. The developer will work closely with product, project management, and engineering teams to enhance functionality, improve agent experience, and support integrations with AI‑driven tools and external systems. It is an ideal opportunity for a developer who enjoys working in real‑world, customer‑facing systems and wants exposure to contact center operations, automation, and AI‑driven workflows.
Key Responsibilities
Support and enhance Microsoft Dynamics 365 Customer Service and Contact Center (Omnichannel) platform
Develop and maintain custom plugins, workflows, and business rules using C# and Power Platform tools
Customize forms, dashboards, and agent‑facing interfaces to improve usability and performance
Troubleshoot and resolve issues across CRM functionality and integrations
Support contact center workflows including case routing, queues, and agent experience tools
Assist with integrations between Dynamics 365 and external systems (including telephony and AI platforms)
Collaborate with internal teams to optimize customer interaction flows and automation
Troubleshoot integration issues and support ongoing enhancements
Build and maintain Power Automate flows for case management, data movement, and process automation
Support development of Power Apps (model‑driven and canvas) as needed
Contribute to automation initiatives, including AI‑driven agent assist and workflow improvements
Work with Dataverse and Azure‑based services to support data flow and system integrations
Assist with API development and system connectivity across internal and third‑party platforms
Support reporting and data visibility efforts through structured data models
Required Experience
4+ years of experience with Microsoft Dynamics 365 CRM, specifically Customer Service module
Hands‑on experience with:
C# plugins and custom workflows
Power Platform (Power Automate, Power Apps)
CRM customization (entities, forms, business rules)
Experience integrating CRM systems with external applications or APIs
Strong understanding of data modeling within Dataverse
Ability to troubleshoot and support production systems in a fast‑paced environment
Preferred / Nice to Have
Experience with Dynamics 365 Contact Center / Omnichannel
Background supporting contact center or call center environments (any platform)
Exposure to telephony integrations (Avaya, Genesys, Five9, Amazon Connect, etc.)
Experience with Azure services (Functions, Service Bus, Data Factory, etc.)
Familiarity with AI‑driven tools, automation, or agent‑assist technologies
Experience working in hospitality, gaming, or high‑transaction environments
What Success Looks Like
Successfully transitions the platform from vendor‑supported to internally owned
Improves agent workflows and system performance through enhancements and automation
Contributes to ongoing integration of AI and customer experience tools
Becomes a key technical resource supporting a high‑visibility customer platform
Why Join
Opportunity to take ownership of a Microsoft‑built, enterprise contact center platform
Work on real‑time, customer‑facing systems with direct business impact
Exposure to AI, automation, and modern CRM technologies
Long‑term growth potential through contract‑to‑hire conversion
#J-18808-Ljbffr