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About the Role

We are seeking a Lead Dynamics 365 Developer to lead a team of 5-7 developers and integration resources through the modernization of an existing Dynamics 365 Customer Service platform, with a primary focus on migrating Unified Service Desk (USD) to Customer Service Workspace (CSW). The ideal candidate is a hands-on technical leader with deep Customer Service Workspace and Unified Service Desk experience, including the ability to assess existing USD customizations, determine the appropriate CSW replacement approach, and lead the modernization of existing API and telephony integrations. This role requires a strong understanding of USD-to-CSW migration, Dataverse architecture, integration modernization, and their impact on the agent experience and business operations.

Responsibilities

Lead a 5-7 person development/integration team.
Provide technical direction and architecture.
Establish development standards and governance.
Conduct design and code reviews.
Develop migration frameworks and reusable implementation patterns.
Oversee testing and deployment readiness.
Manage technical risk and dependency.
Mentor developers and integration resources.
Ensure production-quality delivery with minimal post-deployment defects.
Manage requirements, development tasks, defects, dependencies, risks, and milestones through JIRA.
Provide technical execution oversight and accurate status reporting.
Coordinate development, integration, testing, and deployment activities.
Deliver contractual milestones within approved scope and schedule.

Requirements

Bachelor's degree in Computer Science, IT, Engineering, or related field.
8+ years Dynamics 365/CRM development.
5+ years Dynamics 365 Customer Service / Customer Service Workspace.
Demonstrated USD → CSW migration experience.
Demonstrated experience modernizing existing API integrations.
Strong Dataverse and Power Platform experience.
Experience with JavaScript/TypeScript, C#, REST APIs.
Experience with OAuth 2.0 and OpenID Connect.
Experience with Dataverse security architecture and governance.
Working knowledge of CTI/telephony and multisession workspace concepts.
Strong JIRA experience.
Demonstrated technical leadership of development resources.
Deep expertise in Customer Service Workspace and Unified Service Desk (Preferred).
Experience with Omnichannel for Customer Service (Preferred).
Experience with PCF (Preferred).
Microsoft Power Platform certifications (Preferred).
Experience with Cisco Contact Center / Webex Contact Center / Cisco Finesse (Preferred).
Experience with Genesys Cloud CX / Genesys Engage (Preferred).
Experience with advanced CTI and agent-desktop integrations (Preferred).
Experience with fixed-price modernization/SI engagements (Preferred).
U.S. Citizen Required.

Skills

Dynamics 365 Customer Service
Customer Service Workspace (CSW)
Unified Service Desk (USD)
USD → CSW migration/modernization
Session templates
Application tabs
Productivity tools
Macros
Agent scripts
Knowledge integration
Multisession
USD custom controls
Hosted applications
Action calls
Session management
Navigation rules
CTI integrations
Dataverse architecture
Data modeling
Business logic architecture
Security architecture
Business Units
Security Roles
Teams
Field Security Profiles
Record ownership
Power Apps
Power Automate
JavaScript
TypeScript
C#
Plug-ins
Custom APIs
PCF
API modernization
Integration modernization
API contracts
Authentication
Data mapping
Error handling
REST APIs
OAuth 2.0
OpenID Connect
Integration testing
Functional-parity validation
CTI
Telephony integration
Screen pop
Customer identification
Call context transfer
Activity creation
Agent desktop integration
JIRA

Location

Remote – U.S. Based

Work Type

Full-Time

Experience Level

Lead
5+ years of D365 Customer Service and CSW experience
8+ years Dynamics 365/CRM development
5+ years Dynamics 365 Customer Service / Customer Service Workspace

Education Level

Bachelor's degree in Computer Science, IT, Engineering, or related field

Salary/Compensations

$160,000–$180,000 annually

Benefits

Paid vacation, sick leave, and holidays
Medical, dental, and vision insurance
Life insurance
Short- and long-term disability insurance
401(k)
Military leave
Professional training and development
Tuition reimbursement
Employee wellness program
Commuter benefits

About the Company

Fathom Management offers full-time employees a comprehensive and competitive benefits package.

Equal Opportunity

Fathom Management is an Equal Employment Opportunity Employer committed to fostering a diverse and inclusive workplace. All employment decisions are made without regard to race, color, religion, creed, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.