JOB DESCRIPTION
TECHNICAL LEAD – DYNAMICS 365 CONTACT CENTER (.
NET & AZURE) Enterprise Customer Engagement | Omnichannel Contact Center | Cloud & .
NET Architecture Role Title: Technical Lead – Dynamics 365 Contact Center Experience Level: 8–12+ Years (3+ Years in D365 Omnichannel / CCaaS) Primary Stack: Dynamics 365 Contact Center, C# / .
NET, Azure Location / Model: Sydney/ Hybrid Department: Customer Experience & Cloud Engineering Employment Type: Full-Time 1. ROLE OVERVIEW We are seeking an experienced Technical Lead specializing in Microsoft Dynamics 365 Contact Center, .
NET, and Microsoft Azure to spearhead the design, development, and modernization of our omnichannel customer engagement platform. In this role, you will own end-to-end technical architecture across voice, digital messaging, AI-driven routing, and back-office CRM integrations while mentoring a team of developers and collaborating closely with product and operations stakeholders. 2.

KEY RESPONSIBILITIES
• Contact Center Solution Architecture: Lead the technical design and implementation of Microsoft Dynamics 365 Contact Center (and Omnichannel for Customer Service), covering unified routing, voice/telephony channels, live chat, SMS, and social messaging.
• Custom .
NET & Power Platform Development: Architect and build high-performance C#/.
NET plugins, custom workflow activities, Azure-hosted extensions, PCF (Power Apps Component Framework) controls, and JavaScript/TypeScript client-side customizations.
• Azure Cloud Integration & Middleware: Design resilient, event-driven integrations between Dynamics 365 and enterprise systems using Azure Functions, Azure Service Bus, Azure Logic Apps, Azure API Management (APIM),



and Azure Event Grid.
• Voice, IVR & AI Copilot Enablement: Configure and extend Azure Communication Services (ACS), interactive voice response (IVR) flows, Microsoft Copilot Studio bots, and real-time sentiment/transcription capabilities.
• Technical Leadership & Governance: Provide hands-on technical mentorship, enforce coding standards, conduct architecture and code reviews, and manage Application Lifecycle Management (ALM) using Azure DevOps CI/CD pipelines.
• Performance, Security & Reliability: Optimize API throughput, Dataverse query performance, and cloud security posture using Azure Key Vault, Managed Identities, Entra ID (Azure AD), and role-based access controls.
• Stakeholder Collaboration: Partner with business analysts, contact center operations, and enterprise architects to translate customer experience requirements into scalable technical blueprints. 3. REQUIRED QUALIFICATIONS
•

Experience:
8+ years of overall software engineering experience, with at least 3+ years leading Dynamics 365 Customer Service / Contact Center implementations.
• Dynamics 365 Expertise: Deep hands-on experience with Dynamics 365 Contact Center, Omnichannel for Customer Service, Unified Routing, Customer Service Workspace, and Microsoft Dataverse.
• .
NET & Web Stack: Strong proficiency in C#, .




NET Core / .
NET 6+, ASP.
NET Web API, Entity Framework, LINQ, JavaScript/TypeScript, and REST/OData web services.
• Azure Cloud Services: Proven experience designing and deploying solutions on Microsoft Azure, including Azure Functions, Azure Service Bus, Azure Logic Apps, Azure API Management, and Azure App Services.
• Telephony & Bot Frameworks: Practical knowledge of Azure Communication Services (ACS), SIP/PSTN voice routing, and conversational AI using Microsoft Copilot Studio (Power Virtual Agents) or Azure Bot Service.
• DevOps & ALM: Solid experience with Git, Azure DevOps, Power Platform Build Tools, automated solution packaging, and workplace governance.
• Leadership & Communication: Demonstrated ability to lead technical delivery teams, troubleshoot complex production incidents, and communicate architectural trade-offs clearly to technical and non-technical stakeholders. 4. PREFERRED QUALIFICATIONS
• Certifications: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230), Power Platform Solution Architect Expert (PL-600), or Azure Developer/Solutions Architect certifications.
• Legacy CCaaS Migration: Experience migrating contact center workloads from legacy platforms (e.g., Genesys, Cisco, Avaya, or Amazon Connect) to Dynamics 365 Contact Center.
• Monitoring & Observability: Familiarity with Azure Application Insights, Azure Monitor, and Dataverse telemetry for proactive diagnostics and SLA tracking.
• Data & Reporting: Working knowledge of Power BI, Azure Synapse Link for Dataverse, and Omnichannel historical/real-time analytics.

📌 Dynamics 365 Contact Center Technical Lead (Sydney)
🏢 PAAR Systems
📍 Sydney