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 - Copilot Studio Developer (Noida)
🏢 SWITS DIGITAL Private
📍 Noida