Senior CRM Developer

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The (REMOTE) Senior Dynamics 365 CRM Developer is responsible for designing, developing, supporting, and continuously enhancing Mattress Firm's enterprise CRM ecosystem, built on Microsoft Dynamics 365 Customer Engagement (Sales, Customer Service, and Omnichannel), Microsoft Power Platform, Copilot Studio, and Azure services. This role serves as the senior technical contributor for CRM application development, integrations, customizations, and platform extensibility supporting store operations, contact center sales and service teams, eCommerce customer engagement, and AI-powered customer interactions. The Senior Dynamics 365 CRM Developer will lead the design and review of source code, custom applications, integrations, APIs, automations, chatbot solutions, and platform enhancements while ensuring scalability, security, maintainability, and alignment with Mattress Firm's modern technology architecture. The role partners closely with business stakeholders, architects, product owners, and development teams to maximize the value of Dynamics 365, DreamHub, Copilot Studio, Power Platform, and related Microsoft technologies. 

Essential Responsibilities 

• Application Development & Technical Leadership:  

  • Design, develop, configure, and support Microsoft Dynamics 365 Customer Engagement solutions across Sales, Customer Service, and Omnichannel capabilities. 

  • Lead development and customization activities across Dynamics 365, Dataverse, Power Platform, and associated Microsoft technologies. 

  • Develop custom server-side logic using C# Dataverse plug-ins, custom workflow activities, custom APIs, and Power Platform solution components while following Microsoft-supported patterns. 

  • Develop and support client-side extensions using JavaScript/TypeScript, command bar customization, form scripting, PCF controls where applicable, and Dataverse Web API calls. 

  • Review, approve, and mentor development efforts performed by internal and external developers to ensure adherence to coding standards and architecture principles. 

  • Perform technical code reviews, enforce engineering standards, and ensure changes are secure, supportable, performant, and aligned to CRM platform governance. 

  • Use Azure DevOps for source control, work item management, pull requests, build/release pipelines, deployment tracking, and documentation of development assignments. 

• CRM & Clienteling Platform:  

  • Supporting the integration between DreamHub clienteling solutions and Dynamics 365 Customer Engagement. 

  • Develop enhancements that improve customer engagement, sales execution, clienteling capabilities, and service experience across retail stores and contact center channels. 

  • Partner with Sales, Customer Care, Retail Operations, Marketing, and Digital teams to deliver CRM capabilities that improve customer acquisition, retention, and service outcomes. 

• Copilot Studio & AI Solutions Design: 

  • Develop, and enhance Copilot AI-powered customer service and employee productivity solutions within Dynamics 365 Customer Service and Omnichannel environments. 

  • Integrate chatbot capabilities with Dynamics 365, Dataverse, enterprise APIs, knowledge content, and customer service processes. 

  • Develop conversational AI solutions that improve customer experience while reducing support effort and increasing conversion opportunities. 

  • Monitor chatbot performance and identify optimization opportunities using customer interaction analytics. 

• Integration & Platform Engineering:  

  • Design and support integrations between Dynamics 365 and enterprise applications including eCommerce, ERP, Marketing, Contact Center, customer service, and third-party platforms. 

  • Design and implement integrations using Azure services such as Azure Functions, Logic Apps, Service Bus, Event Grid, API Management, Key Vault, Application Insights, and secure app registrations in Microsoft Entra ID. 

  • Partner with architecture and security teams on integration design, authentication/authorization, data protection, logging, monitoring, and operational resiliency. 

  • Monitor platform integrations, backend processing, APIs, and asynchronous workflows to ensure operational stability and performance. 

• Delivery & Platform Governance: 

  • Participate in Agile ceremonies, sprint planning, backlog grooming, architecture reviews, and release planning activities. 

  • Identify technical debt, platform risks, integration gaps, and performance bottlenecks, then recommend and execute remediation plans that improve platform scalability, reliability, and maintainability. 

  • Provide accurate status updates, technical risk assessments, and remediation plans. 

  • Ensure solutions align with enterprise architecture, security, compliance, and operational support requirements. 

Non-Essential Responsibilities 

• Mentor junior developers and platform administrators. 

• Assist with CRM solution architecture and technology roadmap planning. 

• Evaluate emerging Microsoft technologies and AI capabilities for business adoption. 

• Support testing strategies including functional, integration, regression, and user acceptance testing. 

• Participate in production support and root cause analysis activities. 

• Create technical documentation, solution designs, standards, and development guidelines. 

• Assist leadership with platform modernization initiatives and strategic planning. 

• Execute Company initiatives and other activities requested by supervisor. 

• Update job knowledge by participating in educational opportunities. 

• Contribute ideas on ways to optimize or improve the team, the department, and the Company. 

• Complete all required training modules and certifications prior to the due date. 

• Ensure all safety policies and procedures are followed for a safe work environment for all. 

• Communicate professionally with all internal and external contacts. 

• Follow all Company policies and execute company standards on appearances and functionality as well as appropriate brand representation. 

• Communicate any concerns or issues to leadership to ensure proper efficiency of department and Company operations. 

Education 

• Bachelor's Degree in Computer Science, Information Systems, Engineering, or related discipline required.  

• Equivalent combination of education and relevant experience may be considered. 

Professional Experience 

• 5+ years (2021) of Enterprise Software development experience required.  

• 5+ years of hands-on Microsoft Dynamics 365 Customer Engagement (Sales and/or Customer Service) development experience required. 

• 3+ years developing solutions using Microsoft Power Platform and Dataverse required. 

• 2+ years supporting enterprise integrations utilizing Azure services and REST APIs preferred.  

• Experience developing or supporting conversational AI solutions using Microsoft Copilot Studio preferred. 

• 2+ years working in Agile software development environments required.  

• Experience with Azure-based integration patterns, including Azure Functions, Logic Apps, Service Bus, API Management, Key Vault, and Application Insights preferred.  

Skills List 

• Dynamics 365 & Power Platform  

  • Microsoft Dynamics 365 Sales & Customer Service  

  • Dataverse / Security Roles & Data Architecture 

  • Power Apps & Automate with Business Process Flows 

• Development Technologies  

  • C#, .NET Framework / .NET Core, JavaScript / TypeScript, Web APIs, REST Services, SQL 

  • Server-Side Plugin Development and Triggers 

  • PCF Controls preferred 

• Azure & Integration Technologies  

  • Azure Functions, Logic Apps, API Management, Azure DevOps, CI/CD Pipelines, Git Source Control, Application Insights, KeyVault, Managed Identities, Entra ID app registrations 

• AI & Automation  

  • Copilot Studio, AI-Driven Solutions & Conversational AI Design 

  • Power Virtual Agents experience preferred  

  • AI-driven customer engagement solutions 

• Technical Leadership 

  • Strong ability to review, mentor, and guide development teams. 

  • Proven experience establishing development standards and coding best practices. 

  • Ability to oversee solution quality, maintainability, scalability, and performance. 

• Problem Solving 

  • Strong analytical thinking and troubleshooting skills. 

  • Ability to diagnose complex application, integration, and data issues. 

• Communication 

  • Effectively communicates complex technical concepts to business stakeholders and technical teams. 

  • Builds strong relationships with business partners and technology teams. 

• Delivery Excellence 

  • Demonstrates strong ownership and accountability. 

  • Successfully manages multiple priorities in a fast-paced environment. 

  • Drives projects through implementation and adoption. 

Competencies & Knowledge 

• Microsoft CRM platform architecture: High Knowledge 

• Dataverse data modeling and security: High Knowledge 

• Enterprise integrations: High Knowledge 

• ALM and governance (Azure DevOps, release controls, security reviews): High Knowledge 

• Conversational AI and Copilot Studio: Medium Knowledge 

• Customer Service and Contact Center technology module: Medium Knowledge 

• Digital commerce integrations: Medium Knowledge 

Licenses & Certifications 

• Power Platform Developer Associate: preferred  

• Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate: preferred  

• Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate: preferred 

• Microsoft Certified: Dynamics 365 Developer Associate: preferred 

• Microsoft Certified: Azure Developer Associate: preferred 

• Microsoft Certified: Azure Fundamentals: preferred 

• Microsoft Certified: Power Platform Solution Architect Expert: preferred 

California Residents  

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, and the Los Angeles County Fair Chance Ordinance, where applicable.  

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