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Dynamics 365 CRM Developer – Contact Center Technology

Fusion HCR

Las Vegas, Nevada

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JOB DETAILS
SKILLS
Application Programming Interface (API), Artificial Intelligence (AI), Automation, Avaya Software, CRM Integration, Call Center Integration, Call Center Operations, Call Centers, Canvas, Case Management, Consulting, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Support/Service, Data Modeling, Gaming, Genesys Solutions, Identify Issues, Interaction Flow Diagram, Microsoft C# (C Sharp), Microsoft Dynamics, Microsoft Dynamics CRM, Microsoft Product Family, Microsoft Windows Azure, Performance Management, Problem Solving Skills, Production Support, Production Systems, Project Engineering, Reporting Dashboards, Software Administration, Software Development, Structured Data, System Integration (SI), Technical Support, Telephony, Usability Engineering, Web Client Plug-ins
LOCATION
Las Vegas, Nevada
POSTED
30+ days ago
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.
This 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
CRM Development & Enhancement
  • 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
Contact Center & Integration Support
  • 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
Power Platform & Automation
  • 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
Data & System Integration
  • 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

 

About the Company

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Fusion HCR

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