Lead Developer – Dynamics 365 Customer Service Workspace Migration
Client: Department of Veterans Affairs (VA)
Location: Remote – U.S. Based
Salary: $160,000–$180,000 annually, based on experience and technical interview
Employment Type: Full-Time
Citizenship: U.S. Citizen Required
Position Summary
We are seeking a Lead Dynamics 365 Developer to lead a team of 5–7 developers and integration resources through the modernization of an existing Dynamics 365 Customer Service platform, with a primary focus on migrating Unified Service Desk (USD) to Customer Service Workspace (CSW).
The ideal candidate is a hands-on technical leader with deep Customer Service Workspace and Unified Service Desk experience, including the ability to assess existing USD customizations, determine the appropriate CSW replacement approach, and lead the modernization of existing API and telephony integrations.
This is not simply a Dynamics 365 development role. The technical manager is specifically seeking someone who understands USD-to-CSW migration, Dataverse architecture, existing integration modernization, and the impact of those changes on the agent experience and business operations.
Core Technical Requirements
- Dynamics 365 Customer Service / Customer Service Workspace
- 5+ years of D365 Customer Service and CSW experience
- Deep hands-on CSW implementation experience
- Proven USD CSW migration/modernization experience
- Session templates, application tabs, productivity tools, macros, agent scripts, knowledge integration, and multisession
- Ability to replace legacy USD functionality with native CSW capabilities where appropriate
- Unified Service Desk Modernization
- Experience analyzing and migrating:
- USD custom controls
- Hosted applications
- Action calls
- Session management
- Navigation rules
- Agent scripts
- CTI integrations
- Ability to establish reusable migration patterns and technical standards
- Dataverse / Power Platform
- Advanced Dataverse architecture and data modeling
- Business logic and security architecture
- Business Units, Security Roles, Teams, Field Security Profiles, and record ownership
- Power Apps and Power Automate
- JavaScript / TypeScript
- C# / plug-ins / Custom APIs
- PCF preferred
- API & Integration Modernization
- Modernize existing APIs supporting the legacy USD environment
- Analyze and re-implement existing integrations
- API contracts, authentication, data mapping, error handling
- REST APIs
- OAuth 2.0 / OpenID Connect
- Integration testing and functional-parity validation
- Telephony / CTI
- Understanding of CTI and telephony integration
- Screen pop
- Customer identification
- Call context transfer
- Activity creation
- Agent desktop integration
- Cisco Contact Center / Webex Contact Center / Cisco Finesse or Genesys Cloud CX / Genesys Engage experience is preferred
Technical Leadership
This person will lead a 5–7 person development/integration team and will be responsible for:
- Technical direction and architecture
- Development standards and governance
- Design and code reviews
- Migration frameworks and reusable implementation patterns
- Testing and deployment readiness
- Technical risk and dependency management
- Mentoring developers and integration resources
- Production-quality delivery with minimal post-deployment defects
Delivery Leadership
- Manage requirements, development tasks, defects, dependencies, risks, and milestones through JIRA
- Provide technical execution oversight and accurate status reporting
- Coordinate development, integration, testing, and deployment activities
- Deliver contractual milestones within approved scope and schedule
- Experience with fixed-price systems integration or modernization engagements is preferred
Required Experience
- Bachelor's degree in Computer Science, IT, Engineering, or related field
- 8+ years Dynamics 365/CRM development
- 5+ years Dynamics 365 Customer Service / Customer Service Workspace
- Demonstrated USD CSW migration experience
- Demonstrated experience modernizing existing API integrations
- Strong Dataverse and Power Platform experience
- JavaScript/TypeScript, C#, REST APIs
- OAuth 2.0 and OpenID Connect
- Dataverse security architecture and governance
- Working knowledge of CTI/telephony and multisession workspace concepts
- Strong JIRA experience
- Demonstrated technical leadership of development resources
Preferred Experience
- Deep expertise in Customer Service Workspace and Unified Service Desk
- Omnichannel for Customer Service
- PCF
- Microsoft Power Platform certifications
- Cisco Contact Center / Webex Contact Center / Cisco Finesse
- Genesys Cloud CX / Genesys Engage
- Advanced CTI and agent-desktop integrations
- Fixed-price modernization/SI engagements
Benefits Overview
Fathom Management offers full-time employees a comprehensive and competitive benefits package, including:
- Paid vacation, sick leave, and holidays
- Medical, dental, and vision insurance
- Life insurance
- Short- and long-term disability insurance
- 401(k)
- Military leave
- Professional training and development
- Tuition reimbursement
- Employee wellness program
- Commuter benefits
- And more
Equal Employment Opportunity
Fathom Management is an Equal Employment Opportunity Employer committed to fostering a diverse and inclusive workplace. All employment decisions are made without regard to race, color, religion, creed, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.