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
• Robust 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.

📌 Dynamics 365 Contact Center (Noida)
🏢 SWITS DIGITAL Private
📍 Noida