Senior Technical Consultant – Dynamics 365 Customer Service Field Service

We are looking for an experienced Senior Technical Consultant / Developer to keep building a global Dynamics 365 Customer Service and Field Service environment. The role focuses on Dynamics 365 / Dataverse backend development, system integrations and making processes work better. You will improve the whole case flow: creating cases, case types, resolving cases, handling attachments and connecting customer chat. You will also build AI features that suggest the case type, failure category or case name automatically. In Knowledge Management, you will improve the editor and connect knowledge articles to case processes. In On-Site Service, you will build connections for service scheduling, service documents and SAP/CRM systems. This role suits a hands-on Dynamics 365 expert who is strong in C#/.NET and enjoys solving complex integration problems.

Details:

• Schedule: Full time
• Location: Remote in EU
• Start: ASAP
• Duration: Long-term
• English: Fluent
• Type of collaboration: B2B Contract

About the project:
The client is an international company that runs its service operations on a global Dynamics 365 Customer Service and Field Service platform. The platform covers case management, knowledge management and on-site service for customers in many countries. It is connected to other business systems, including SAP Commerce Cloud, SharePoint and asset and service platforms. The client now wants to make its service processes faster, more consistent and easier to use. The main topics are easier-to-use case screens, AI help in handling cases, better use of knowledge articles and smoother service scheduling. Your work will directly shape how service teams and customers work together every day.

You have:

• Several years of experience with Dynamics 365 Customer Service and Dataverse
• Strong skills in C#/.NET, Plug-ins, Custom APIs and the Dataverse Web API/SDK
• Experience with Cases, Activities, Accounts, Contacts and Security Roles
• Experience with REST APIs, JSON and OAuth2/OpenID Connect
• Experience with Request Management / RMA processes
• Experience with SAP Commerce Cloud and OCC APIs
• Experience with Power Pages
• Solid experience with backend development and system integrations
• Fluent English

Nice to have:

• Experience with Dynamics 365 Field Service
• Experience with Knowledge Management
• Knowledge of On-Site Service processes
• Experience with SharePoint integration
• Experience with asset and service integrations

What to do:

Case Management

• Keep developing how cases are created, typed and resolved
• Make case forms easier to use
• Make attachments and files work the same way across all cases
• Let several customer contacts and extra collaborators follow or be kept informed on a case
• Connect customer chat with case management
• Build AI features that automatically suggest the case type, failure category or case name

Knowledge Management

• Keep developing the Knowledge Management editor and make it easier to use and faster
• Connect Knowledge Management to case processes and to the channels linked to them
• Give technical support when knowledge articles are added to more platforms

On-Site Service / Integration

• Build connections for On-Site Service Scheduling and Online Service Scheduling
• Build the service documents created after a booking is closed, service delivery notes and the handling of CRM and asset data
• Build service integrations with SAP and CRM systems
• Deliver agreed efficiency improvements in the Field Service environment