Job Description

This is a hands-on CRM development and platform enhancement role focused on Dynamics 365 Customer Service, Dynamics 365 Contact Center, AI/Copilot enablement, and Avaya telephony integration. The environment includes Customer Service, Contact Center/Omnichannel, Power Platform, Azure integrations, and custom development. This is not a purely functional role; the focus is on customization, automation, and ongoing platform development.

Responsibilities

• Configure, customize, and maintain Dynamics 365 Customer Service and Dynamics 365 Contact Center
• Build and support plugins (C#), JavaScript web resources, PCF controls, workflows, and business rules
• Support and enhance omnichannel/contact center capabilities including routing, queues, skills, and agent scripts
• Develop and maintain Power Automate flows for case management and crosssystem automation
• Configure and extend Microsoft Copilot Studio bots for agent-assist and customer-facing workflows
• Integrate Avaya telephony with Dynamics 365 using CTI frameworks; troubleshoot integration issues
• Design and maintain Dataverse data models, forms, and model-driven apps
• Develop backend components using C#, .NET, JavaScript, React, MS SQL
• Support Azure-based integrations including Azure Data Factory, Azure SQL, Functions, and Service Bus
• Identify manual or inconsistent CRM processes and convert them into structured, scalable solutions
• Work directly with business partners to translate requirements into practical CRM and automation solutions
• Support the organization’s AI adoption initiative by enabling low-code/no-code solutions and Copilot-driven workflows

Qualifications

• Hands-on experience configuring and customizing Dynamics 365 CRM (Customer Service)
• Experience with Dynamics 365 Contact Center / Omnichannel
• Proficiency with C#, .NET, JavaScript, Power FX, and CRM SDK
• Experience building Power Automate flows and supporting Power Platform components
• Experience with Dataverse modeling, security roles, business rules, and forms
• Ability to integrate CRM with telephony platforms (Avaya preferred)
• Experience with Azure services such as ADF, Azure SQL, Functions, and Service Bus
• Ability to support CRM implementation, customization, and ongoing platform operations
• Comfortable working directly with business partners and translating requirements into CRM solutions
• Must be eligible for full-time W2 conversion (H1B acceptable if no future sponsorship is required)
• Must reside in Nevada (Las Vegas preferred)

Preferred

• Experience with contact center operations or call center workflows
• Experience with Microsoft Copilot Studio or AI-driven CRM automation
• Examples of CRM customizations, integrations, or process standardization
• Microsoft certifications (Dynamics 365 Customer Service, Power Platform Developer)
• Experience with Azure Logic Apps, Event Grid, or CI/CD pipelines (Azure DevOps/GitHub Actions)

Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity/expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.