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Dynamics 365 Contact Center - Copilot Studio Developer
Full-time
Sr. Developer Dynamics 365 Contact Center & Copilot Studio
Location
Preferably Noida; Pan India locations considered
Work Mode
Hybrid
Experience
4 10 years overall, with 3 5 years of relevant experience
Position Overview
We are seeking a skilled
Dynamics 365 Contact Center & Copilot Studio Developer
to design, develop, and optimize next-generation customer service solutions and AI-driven automation capabilities. The ideal candidate will have hands-on experience building conversational AI agents, configuring Dynamics 365 Contact Center, and integrating Microsoft Power Platform services and external systems.
Key Responsibilities
AI Agent Development: Build, test, and deploy enterprise-grade conversational AI agents and workflows using Microsoft Copilot Studio to automate customer interactions.
Contact Center Configuration: Configure omnichannel routing, custom record types, and intelligent case and conversation summary fields within Dynamics 365 Customer Service/Contact Center.
Systems Integration: Integrate AI agents with Microsoft Dataverse, SharePoint, Power Automate, and external APIs to enable real-time knowledge retrieval.
Handoff Optimization: Configure conversational handoff logic and workstream settings to ensure seamless transitions from automated bots to human service agents.
Power Platform Development: Develop and customize solutions using Microsoft Power Platform, Dataverse, and Power Automate.
Form Personalization: Use JavaScript to customize forms and enhance application functionality.
AI and Knowledge Management: Apply prompt engineering techniques, configure source data fields for AI-generated summaries, and manage external knowledge bases.
Testing and Optimization: Validate conversational flows, troubleshoot integrations, and optimize AI agent performance and customer service workflows.
Required Skills And Qualifications
Hands-on experience with Dynamics 365 Customer Service / Contact Center.
Strong development experience with Microsoft Copilot Studio, formerly Power Virtual Agents.
Good understanding of Microsoft Power Platform and Dataverse.
Experience building workflows and integrations using Power Automate.
Proficiency in JavaScript for form customization and personalization.
Understanding of prompt engineering and conversational AI development.
Experience integrating external APIs and knowledge sources.
Knowledge of AI-generated case/conversation summaries and source data configuration.
Experience configuring omnichannel routing and bot-to-human handoffs.
Preferred Candidate Profile
Strong hands-on expertise in both Dynamics 365 Contact Center and Copilot Studio.
Experience developing enterprise-grade AI agents and customer service automation solutions.
Strong integration, troubleshooting, and problem-solving skills.
Ability to work collaboratively with technical teams and business stakeholders.
Willingness to work in a hybrid model, preferably from Noida.
Comfortable working in the 11:00 AM 8:00 PM IST shift.
