Senior Engineer - MS Dynamics 365 Field Service

Role Overview :

We are seeking a highly skilled Senior Engineer with deep expertise in Microsoft Dynamics 365 Field Service and Contact Center/Telephony integrations.

The ideal candidate will play a key role in designing, developing, and delivering enterprise-grade solutions leveraging D365 CE, Field Service, Power Platform, Azure, and Omnichannel/CTI platforms.

This role requires a strong developer mindset combined with solution architecture experience to handle complex integrations and scalable implementations.

Key Responsibilities :

1. Solution Design & Architecture :

- Lead end-to-end solution design and implementation for D365 Field Service modules including :

a. Work Orders

b. Bookable Resources

c. Resource Scheduling Optimization (RSO)

d. Inspections

e. Customer Assets & Inventory

- Translate business requirements into technical design documents (HLD/LLD)

- Define scalable architecture integrating Field Service with Contact Center/Telephony systems

2. Development & Customization :

- Customize D365 CE/Field Service using :

a. C# Plugins & Custom Workflow Activities

b. JavaScript / TypeScript

c. PCF (PowerApps Component Framework) Controls

d. Business Rules & Form Customizations

- Develop reusable and scalable components using Power Platform

- Implement complex business logic and automation

3. Contact Center / Telephony Integration :

- Configure and extend Omnichannel for Customer Service

- Implement :

a. Voice, Chat, Messaging channels

b. Unified Routing

c. Workstreams & Queues

d. Agent experience optimization

- Integrate D365 with CTI / Telephony platforms (e.g., Microsoft Digital Contact Center Platform)

4. Power Platform Development :

- Design and develop :

a. Model-driven apps

b. Canvas apps

c. Power Automate workflows

d. Dataverse schema and tables

- Build custom connectors and extend platform capabilities

5. Azure Integration & Connected Solutions :

- Design and implement integrations using :

a. Azure Functions

b. Azure Service Bus

c. Event Hub

d. API Management (APIM)

e. Azure Key Vault

f. Azure Communication Services

- Implement Connected Field Service (IoT) use cases :

a. Device-to-cloud integration

b. Predictive maintenance

c. Automated work order creation

6. Field Service Mobile & Operations :

- Configure Field Service Mobile (Power Apps)

- Implement :

a. Offline profiles

b. Inspection templates

c. Incident types

d. Resource characteristics

e. Inventory & warehousing

- Optimize scheduling and dispatching processes

7. DevOps, Quality & Governance :

- Implement CI/CD pipelines using Azure DevOps

- Define and enforce :

a. Coding standards

b. Branching strategies

c. ALM best practices

- Ensure :

a. Performance optimization

b. Data integrity

c. Security & compliance (PII, audit, retention)

8. Support & Troubleshooting :

- Lead production support and issue resolution

- Perform root cause analysis and performance tuning

- Ensure high availability and system reliability

9. Stakeholder & Team Management :

- Collaborate with :

a. Architects

b. Product Owners

c. Contact Center SMEs

d. Field Operations teams

- Mentor junior developers and guide technical teams

- Participate in sprint planning, estimations, and reviews

Required Skills & Qualifications :

Must-Have Skills :

- 10 to 14 years of total IT experience

- 5+ years in Microsoft Dynamics 365 (CE)

- 3+ years in D365 Field Service implementation

Strong hands-on experience in :

a. C# Plugins & Custom Workflows

b. JavaScript / TypeScript

- Experience with Omnichannel / CTI / Telephony integration

- Expertise in Power Platform (Power Apps, Power Automate, Dataverse)

- Experience with Azure Integration services

- Knowledge of Field Service Mobile & RSO

- Experience in CI/CD using Azure DevOps

Good to Have :

- Experience with IoT / Connected Field Service

- Azure Communication Services

- PCF Controls development

- Microsoft Certifications (D365 / Power Platform / Azure)

Soft Skills :

- Strong problem-solving and analytical skills

- Excellent communication and stakeholder management

- Ability to work in fast-paced Agile environments

- Leadership and mentoring capabilities