: 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: Solid 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 environment 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