Service Engineer II

Overview
We are seeking experienced engineers to build and launch a modern enterprise support platform on Dynamics 365 Customer Service and Microsoft Power Platform. Engineers will design configuration-first solutions, extend Dataverse where required, automate support workflows, integrate external systems, migrate legacy case data, preserve reporting continuity, and establish secure, reliable production operations.
Responsibilities
Responsibilities
Translate product and operational requirements into scalable technical designs, implementation plans, and testable acceptance criteria.
Configure and extend Dynamics 365 Customer Service capabilities for cases, queues, email-to-case, unified routing, skills, capacity, SLAs, entitlements, knowledge, agent workspace, Customer Voice, and Copilot-assisted experiences.
Design Dataverse tables, relationships, choices, forms, views, business rules, security roles, auditing, and model-driven application experiences.
Build Power Automate cloud flows, custom connectors, reusable automation, notifications, survey workflows, and operational exception handling.
Develop supported pro-code extensions using C#, .NET, Dataverse plug-ins, custom APIs, JavaScript/TypeScript, and Power Apps Component Framework when configuration and low-code capabilities do not meet the requirement.
Design and implement secure integrations using Dataverse Web API, REST/OData, OAuth and Microsoft Entra ID application identities, Azure Functions, API Management, Service Bus, webhooks, and event-driven patterns.
Build migration and data pipelines for historical cases, activities, emails, attachments, reference data, and reporting feeds, with validation, retry, reconciliation, and rollback controls.
Develop and validate Power BI and downstream reporting datasets while preserving required data-lake interfaces and SLA/CSAT metrics.
Implement application lifecycle management using solutions, environment variables, connection references, source control, automated pipelines, managed deployments, and rollback procedures.
Apply secure engineering practices, least-privilege access, data classification, auditing, privacy, compliance, secret management, and production readiness reviews.
Create automated and manual tests covering functionality, integrations, regression, performance, resiliency, accessibility, migration reconciliation, and business UAT.
Instrument services and flows with telemetry, dashboards, alerts, correlation identifiers, failure handling, operational runbooks.
Qualifications
Required technical skills :
Dynamics 365 Customer Service -Case management, Copilot Service workspace, Copilot Service admin Center, queues, routing, SLAs, entitlements, knowledge, email/server-side sync, administration
Power Platform and Dataverse - Model-driven apps, tables, forms, views, business rules, security model, solutions, Power Automate, custom connectors and environment administration
Pro-code development - C#, .NET, Dataverse SDK/Web API, plug-ins, custom APIs, JavaScript or TypeScript, PCF, REST/OData, asynchronous and event-driven design
Azure integration - Azure Functions, API Management, Service Bus, managed identities or service principals, Key Vault, monitoring, retries, dead-lettering and idempotency
Data and reporting - SQL, ETL/ELT, Azure Data Factory, Synapse or Fabric concepts, Power BI, data mapping, migration, reconciliation, data quality and large-volume processing
DevOps and ALM - Git, Azure DevOps, CI/CD, Power Platform Build Tools or pipelines, managed solutions, environment variables, connection references and release governance
Security and quality - Dataverse role-based security, auditing, privacy, secure API design, automated testing, performance testing, observability and incident readiness
Required Qualifications
Hands-on experience delivering enterprise applications using Dynamics 365, Power Platform, Dataverse, or comparable CRM/case-management platforms.
Strong software engineering fundamentals, including API design, data modeling, asynchronous processing, testing, troubleshooting, and production support.
Demonstrated experience integrating SaaS platforms with Azure or enterprise systems using secure, resilient interfaces.
Experience planning or executing legacy data migration, reconciliation, and cutover for business-critical systems.
Ability to work across engineering, product, operations, security, privacy, data, and reporting partners and document technical decisions clearly.
Preferred Qualifications
Experience with Dynamics 365 Customer Service, Contact Center, unified routing, Copilot Service features, knowledge management, and Teams integration.
Experience with high-volume email-to-case, queue-based support operations, SLAs, escalation workflows, and agent productivity solutions.
Experience with Azure Functions, Service Bus, API Management, Application Insights, Power BI, Azure Data Factory, Synapse, Fabric, or enterprise data-lake platforms.
Microsoft certifications in Power Platform, Dynamics 365 Customer Service, Azure development, Azure integration, data engineering, or DevOps are helpful but not required.
Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Work arrangement
Hybrid