Technical Product Manager - Microsoft Dynamics 365 Contact Center

Temporary

YDC Pro

Fully Remote

Contract

Candidate must be in Canada or USA

Microsoft Dynamics 365 Contact Center/Omnichannel
Power Platform (Power Automate, Power BI)
Expert in using Power Automate flows to push/fetch/sync data – e.g., knowledge base integration between CDW’s Contact Center and ServiceNow
Expert in Power BI, able to build/modify/deploy custom BI reports

Manage the roadmap and prioritization of enhancement backlog.
Collaborate with stakeholders in diverse functional areas within the organization.
Actively work with 3rd party, internal IT support, and technical teams to resolve bugs and issues.
Lead technical design sessions and own the implementation of D365 Contact Center solutions.
Provide technical oversight on key components such as:
- D365 Contact Center
- D365 Customer Service Case Management
- Unified Routing, Workstreams
- Channel configuration and custom channel integration (voice, chat, social, email)
- Fabric and Power BI (semantic data modeling, creating/building custom dashboards/views)
Knowledge of core D365 CE architecture and Dataverse is a plus.
Microsoft Copilot Studio and Virtual Agents is a plus.
Knowledge and understanding and experience with Azure Communication Services is a plus.
Collaborate with Solution Architects to design integrations with backend systems and external services.
Guide and mentor development teams to deliver high-quality, reusable, and maintainable code.
Review code and ensure alignment with best practices and enterprise standards.
Troubleshoot complex technical issues and provide proactive resolutions.
Contribute to DevOps processes including CI/CD pipelines and ALM best practices.

Mid-Senior level

Contract

Information Technology

IT Services and IT Consulting

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Vacancy posted more than 2 months ago

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