Senior Microsoft Dynamics 365 Customer Service / Power Platform Enginee

Project Description:
Technical Project Description
Configure and extend Dynamics 365 Customer Service to manage praise, feedback, complaints and treatment-error cases. The scope includes case configuration, statuses, SLA tracking, queues, routing, email intake, reminders, escalations, dashboards, permissions and Power Automate workflows. Integration with the client’s existing expert software may also be required.

Project Architecture
Dynamics 365 Customer Service based on the standard Case entity in Dataverse. Native queues, SLAs, email templates, views and dashboards will be combined with Power Automate flows. Custom code or API integration should only be used where standard configuration and low-code automation cannot meet the agreed requirements.

Tech Stack:
Dynamics 365 Customer Service
Microsoft Dataverse
Power Automate
Dynamics 365 App for Outlook
Exchange / shared mailboxes
Entra ID
Dataverse Web API
Power Platform solutions and environment management
Required skills:
Must-Have Technologies

Dynamics 365 Customer Service
Microsoft Dataverse
Power Automate
Case management, queues and routing
SLA and entitlement configuration
Dynamics security roles and access model
Outlook and Exchange integration
Power Platform solution deployment

Team Structure:
Project Manager, Business Analyst, Full-Stack Developer

Responsibilities:
Review the requirements and fit-gap assessment.
Inspect the client’s Dynamics tenant and existing configuration.
Clarify process, licensing, security and integration dependencies.
Design the Dynamics 365 solution and provide an effort estimate.
Configure cases, forms, fields, queues, SLAs, views and dashboards.
Implement Power Automate reminders, notifications and escalations.
Configure email intake and Outlook workflows.
Support integration with the existing expert software.
Prepare tests, deployment documentation and handover materials.
Nice to Have:
Dataverse Web API and external system integrations
Microsoft Entra ID
Power Pages
Dynamics telephony or Contact Center integrations
Copilot Studio
Experience with GDPR-sensitive or healthcare-related workflows

Comments:
Workload
Project-based, initially part-time for discovery and solution design, followed by implementation. Final workload will be defined after tenant inspection and scope validation.

The specialist should prioritise standard Dynamics functionality and supported low-code configuration. The current documents are assessment materials, not an approved final specification. Strong English communication and the ability to work directly with business stakeholders are required.