Senior Microsoft Dynamics 365 Customer Service / Power Platform Engineer

Project Description:

Technical Project Description

Configure and extend Dynamics 365 Customer Service to manage praise, feedback, complaints and treatment-error cases. The scope includes case configuration, statuses, SLA tracking, queues, routing, email intake, reminders, escalations, dashboards, permissions and Power Automate workflows. Integration with the client’s existing expert software may also be required.

Project Architecture

Dynamics 365 Customer Service based on the standard Case entity in Dataverse. Native queues, SLAs, email templates, views and dashboards will be combined with Power Automate flows. Custom code or API integration should only be used where standard configuration and low-code automation cannot meet the agreed requirements.

Tech Stack:

Dynamics 365 Customer Service

Microsoft Dataverse

Power Automate

Dynamics 365 App for Outlook

Exchange / shared mailboxes

Entra ID

Dataverse Web API

Power Platform solutions and environment management

Must-Have Technologies!!!

Dynamics 365 Customer Service

Microsoft Dataverse

Power Automate

Case management, queues and routing

SLA and entitlement configuration

Dynamics security roles and access model

Outlook and Exchange integration

Power Platform solution deployment

Responsibilities:

Review the requirements and fit-gap assessment.

Inspect the client’s Dynamics tenant and existing configuration.

Clarify process, licensing, security and integration dependencies.

Design the Dynamics 365 solution and provide an effort estimate.

Configure cases, forms, fields, queues, SLAs, views and dashboards.

Implement Power Automate reminders, notifications and escalations.

Configure email intake and Outlook workflows.

Support integration with the existing expert software.

Prepare tests, deployment documentation and handover materials.

Nice to Have:

Dataverse Web API and external system integrations

Microsoft Entra ID

Power Pages

Dynamics telephony or Contact Center integrations

Copilot Studio

Experience with GDPR-sensitive or healthcare-related workflows

Workload

Project-based, initially part-time for discovery and solution design, followed by implementation. Final workload will be defined after tenant inspection and scope validation.

The specialist should prioritise standard Dynamics functionality and supported low-code configuration. The current documents are assessment materials, not an approved final specification. Strong English communication and the ability to work directly with business stakeholders are required.