Company Description

Job Description

We are looking for a skilled Microsoft Dynamics 365 CRM Developer to join our Digital Development Contact Center technology team. In this role, you will drive the implementation, customization, and ongoing development of our Microsoft Dynamics 365 Customer Service and Dynamics 365 Contact Center platform — integrated with Avaya telephony and Power Automate workflows. You will work closely with business stakeholders, architects, and operations teams to deliver high-quality CRM solutions that directly improve agent productivity and customer experience. 

Key Responsibilities 

CRM Development & Implementation 

• Design, configure, and develop solutions within Microsoft Dynamics 365 Customer Service and Dynamics 365 Contact Center 

• Build and maintain custom plugins, PCF controls, custom workflows, and business rules 

• Lead and support end-to-end CRM implementation projects including requirements gathering, design, development, testing, and deployment 

• Create and manage model-driven apps, dashboards, and forms tailored to call center agent and supervisor workflows 

Contact Center & Telephony Integration 

• Configure and develop features within Dynamics 365 Contact Center (formerly Customer Service workspace / omnichannel) 

• Integrate Avaya telephony systems with Dynamics 365 using available CTI/connector frameworks 

• Manage and optimize channel routing, queues, skills-based routing, and agent scripts within the contact center platform 

• Troubleshoot and resolve integration issues between Avaya and Dynamics 365 

Power Platform & Automation 

• Build and maintain Power Automate flows to automate CRM processes, case management, and cross-system data sync 

• Develop Power Apps (canvas and model-driven) to support contact center agent tooling 

• Configure and extend Microsoft Copilot Studio bots for agent-assist and customer-facing automation 

Data & Integration 

• Design and maintain data models in Microsoft Dataverse aligned to business requirements 

• Develop and manage data pipelines using Azure Data Factory (ADF) for CRM data integration 

• Work with Azure SQL DB for reporting data stores, custom queries, and CRM data extensions 

• Implement and manage identity and access configurations using Azure Entra ID (formerly Azure AD) including app registrations and service principals 

• Develop and maintain backend components using C#, .NET, JavaScript, React, and MS SQL 

• Utilize Azure services (Functions, Service Bus) and Power Platform tools for system 

• Develop and maintain APIs and connectors to enable CRM integration with third-party systems 

Qualifications

Required Skills & Experience 

Core Platform 

• 4+ years of hands-on experience with Microsoft Dynamics 365 CRM (Customer Service module) 

• Strong experience with Dynamics 365 Contact Center / Customer Service workspace / Omnichannel for Customer Service 

• Proficiency in Dataverse data modeling — entities, relationships, security roles, business rules 

• Solid understanding of Dynamics 365 customization: plugins (C#), JavaScript web resources, Power FX 

Integrations & Cloud 

• Hands-on experience with Azure Data Factory (ADF) for data movement and transformation 

• Hands-on expertise in C#, .NET, JavaScript, React MS SQL, CRM SDK, and developer toolkit 

• Experience in workflows, plugins, business rules, and CRM administration 

• Working knowledge of Azure SQL Database — schema design, stored procedures, query optimization 

• Experience with Azure Entra ID — app registrations, OAuth 2.0, service-to-service authentication 

• Familiarity with Avaya contact center platforms and CTI integration patterns 

Power Platform 

• Strong Power Automate skills — cloud flows, desktop flows, approval workflows 

• Experience with Microsoft Copilot Studio (Power Virtual Agents) for bot development and agent-assist scenarios 

• Familiarity with Power BI for CRM reporting and dashboards is a plus 

Preferred Skills & Experience 

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate or equivalent 

• Microsoft Power Platform Developer Associate certification 

• Experience with Azure Logic Apps, Azure Service Bus, or Event Grid 

• Knowledge of call center KPIs and contact center operational workflows (AHT, FCR, CSAT) 

• Exposure to Salesforce or other CRM platforms for comparative design context 

• Experience with CI/CD pipelines for Dynamics 365 using Azure DevOps or GitHub Actions 

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.