Senior Dynamics 365 Developer

At NewDay, we're on a mission to help people move forward with credit. As we continue to modernise how we serve our customers, we're investing heavily in the platforms, automation and AI capabilities that power exceptional customer experiences. 

We're looking for a Senior Dynamics 365 Developer to play a key role in designing, developing and evolving our customer service and contact centre technology landscape. This role sits at the intersection of customer experience, engineering and AI, helping to deliver next-generation capabilities across Dynamics 365, Power Platform, Copilot Studio and Azure. 

You'll work on business-critical solutions that support our customer operations, empowering colleagues with modern tools while creating seamless and intelligent experiences for millions of customers. 

What You'll Be Doing 

Dynamics 365 & Contact Centre Engineering 

• Design, develop and support Microsoft Dynamics 365 Contact Centre solutions across voice, chat, messaging and digital engagement channels. 

• Deliver scalable, secure and resilient customer service capabilities using Dynamics 365 Customer Service and Omnichannel technologies. 

• Configure and enhance Customer Service Workspace, case management, SLAs, unified routing and omnichannel experiences. 

• Develop solutions that improve agent productivity, operational efficiency and customer outcomes. 

• Support contact centre transformation initiatives through modern cloud-based customer engagement technologies. 

Power Platform Development 

• Design and build solutions using Power Apps, Power Automate and Power BI.

• Create scalable low-code and pro-code solutions that integrate seamlessly into NewDay's wider technology ecosystem. 

• Develop and maintain Dataverse data models, ensuring security, governance, data quality and performance. 

• Implement automated workflows and business processes that reduce manual effort and improve customer journeys. 

• Deliver customer-facing and colleague-facing solutions using Power Pages. 

AI & Intelligent Automation 

• Design and develop intelligent customer experiences using Microsoft Copilot Studio. 

• Build virtual agents, conversational AI solutions and self-service capabilities that improve customer engagement and resolution rates. 

• Develop automated workflows that leverage AI to streamline customer and operational processes. 

• Support the governance, monitoring and ongoing optimisation of AI-powered solutions across the platform. 

• Explore emerging Microsoft AI technologies and identify opportunities to create business value. 

Integration & Solution Delivery 

• Design and deliver API-based integrations between Dynamics 365, enterprise platforms and third-party services. 

• Collaborate with integration teams to create scalable, secure and maintainable solutions. 

• Develop custom extensions using .NET and React where required

• Work closely with Product Managers, Business Analysts and Customer Operations teams to translate requirements into robust technical solutions. 

• Ensure all solutions align with enterprise architecture, security standards and regulatory requirements. 

Platform Support & Continuous Improvement 

• Provide ongoing platform support, troubleshooting and root-cause analysis for complex issues. 

• Monitor platform performance and proactively find opportunities for optimisation and automation. 

• Improve resilience, scalability and operational efficiency across the Dynamics ecosystem. 

• Act as a technical escalation point for critical platform incidents. 

• Participate in an on-call support rota when required. 

What We're Looking For 

Essential Experience 

• Solid experience developing and supporting Microsoft Dynamics 365 Customer Service and Contact Centre solutions. 

• Demonstrable experience implementing Dynamics 365 Omnichannel capabilities, including voice, chat, messaging and digital customer engagement channels.

• Experience developing and deploying Dynamics 365 Contact Centre Chat and Voice solutions. 

• Strong Power Platform development experience, including Power Apps, Power Automate and Dataverse.

• Experience building solutions with Microsoft Copilot Studio and conversational AI technologies. 

• Solid understanding of Dataverse architecture, security models and data management practices. 

• Experience delivering API-based integrations between enterprise applications. 

• Commercial experience developing applications using .NET and React. 

• Experience integrating Microsoft Teams and Azure Communication Services (ACS) with Dynamics 365. 

• Solid understanding of authentication, authorisation and identity management principles. 

• Experience with Microsoft Entra ID, including access controls and security policies. 

• Knowledge of contact centre routing models, agent capacity management, work classification and omnichannel engagement platforms. 

• Experience working in Agile delivery environments using GitHub, Jira and DevOps practices. 

• Good communication and stakeholder management skills, with the ability to translate technical concepts into business value. 

Technical Expertise 

• Dynamics 365 Customer Service 

• Dynamics 365 Contact Centre 

• Dynamics 365 Omnichannel 

Desirable Experience 

• Experience designing and implementing advanced Copilot Studio Agents and generative AI solutions. 

• Experience with Azure Functions, Logic Apps, Service Bus and API Management. 

• Experience delivering Infrastructure as Code and automated CI/CD pipelines. 

• Familiarity with Azure Application Insights and Log Analytics. 

• Experience developing operational reporting and analytics solutions using Power BI. 

• Experience leading technical design workshops and architecture discussions. 

• Experience mentoring developers and contributing to engineering communities of practice. 

• Knowledge of cloud security principles and secure software development practices. 

• Microsoft Dynamics 365 and/or Power Platform certifications. 

Why Join NewDay? 

At NewDay, you'll have the opportunity to shape the future of customer engagement technology within one of the UK's leading fintech organisations. 

You'll work with industry-leading platforms including Microsoft Dynamics 365, Power Platform, Azure and Copilot, helping to create intelligent, personalised and seamless customer experiences at scale. 

This is a role for someone who enjoys solving complex problems, embracing new technologies and driving meaningful outcomes through engineering excellence.

If you're passionate about customer experience, AI innovation and modern Microsoft technologies, we'd love to hear from you. 

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