Service Engineer II

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. 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. 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 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. 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.