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Dynamics 365 Software Engineer
Commonwealth Bank. Engineer and enhance Dynamics 365 Contact Centre, Customer Service, Omnichannel and Dataverse capabilities .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Microsoft Dynamics 365 Customer Service, Contact Centre, and Omnichannel solutions, with a strong focus on AI agent design and automation. Proficient in integrating enterprise applications and applying robust software engineering practices for production-grade solutions.
Highest-signal resume keywords
Microsoft Dynamics 365 Customer ServiceAI Agent Design with Microsoft Copilot StudioPower Platform (Power Automate, Power Apps)C#/.NET and JavaScript/TypeScriptCI/CD and Source Control Practices
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
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Hard Skills
Dynamics 365 Contact CentreOmnichannel CapabilitiesDataverseIntelligent RoutingCase Management SolutionsAutomation DevelopmentAPI IntegrationTesting and DeploymentObservabilityTroubleshooting
Tools & Technologies
Microsoft Copilot StudioAzure Integration ServicesServiceNowTelephony/CTIPower AutomatePower Apps
Industry Keywords
AI PracticesHuman-in-the-Loop ControlsSecurity and ReliabilityMaintainable Solution DesignOperational Insights
Tech Stack
Tools & technologiesAzureJavaScriptServiceNowTypeScript.NET
About the role
Key responsibilities & impact- Engineer and enhance Dynamics 365 Contact Centre, Customer Service, Omnichannel and Dataverse capabilities
- Build intelligent routing, workstreams, queues, agent workspaces and case-management solutions across voice, chat, SMS and other channels
- Design AI-powered agents in Microsoft Copilot Studio that understand interactions, reason over enterprise knowledge and take appropriate actions
- Develop automation combining deterministic workflows with AI to identify, progress and resolve repeatable IT support scenarios
- Build secure integrations between Dynamics 365 and ServiceNow, telephony/CTI and other enterprise applications using APIs, connectors and Azure integration services
- Apply source control, CI/CD, testing, deployment, observability and application lifecycle management practices
- Build security, exception handling, auditing, guardrails and human escalation into production automation and AI
- Use telemetry and operational insights to troubleshoot solutions and continuously improve squad capabilities
- Work alongside engineers and squad members to design, build, test, deploy and continuously improve production-grade solutions
Requirements
What you’ll need- Hands-on experience with Microsoft Dynamics 365 Customer Service, Contact Centre or Omnichannel, including Dataverse
- Experience designing or engineering AI agents with Microsoft Copilot Studio, including orchestration, actions, grounding, prompts and tool/API integration
- Strong Power Platform capability across Power Automate and Power Apps
- Experience using C#/.NET, plugins and JavaScript/TypeScript where appropriate
- Understanding of production AI practices including evaluation, observability, guardrails, human-in-the-loop controls and responsible AI
- Sound software engineering practices across testing, source control, CI/CD, security, reliability, troubleshooting and maintainable solution design
Benefits
Comp & perks- Accessible, inclusive and respectful workplace
- Support or workplace adjustments for applicants who require them