Job DescriptionDescription SAIC is looking for a multi-discipline
Microsoft Cloud Services Engineer, with expertise spanning MS Azure, MS Dynamics 365 Customer Service and Contact Center, MS Azure Foundry AI services, and MS Copilot Studio. This position will be responsible for designing, building, customizing, and integrating solutions within the Microsoft Dynamics 365 Customer Service ecosystem, including Omnichannel for Customer Service, Unified Routing, and Dynamics Contact Center telephony integrations. It will also be responsible for designing, building and customizing AI-enabled solutions leveraging Power Platform, Azure AI Foundry, Copilot Studio and furthering the use of Azure AI capabilities.
This role works closely with business stakeholders, product owners, and IT teams to further modernize customer support operations, streamline case management, AI-enable agency workflows and activities and deliver world-class service experiences.
Hybrid: 3 days onsite / 2 days remote - Washington D.C.
Job Duties: - Key role in the migration of legacy Call Center telephony solutions into Dynamics 365 Contact Center integrated with Dynamics 365 Customer Service
- Implement, configure, and optimize Omnichannel for Customer Service and Dynamics Contact Center, including channels such as voice, chat, and SMS
- Develop and maintain integrations with third-party telephony and contact center platforms (e.g., Azure Communication Services, Teams Phone, Copilot Studio IVR Agents, Power Apps, Logic Apps, ServiceNow)
- Implement Unified Routing, queues, SLA/KPI tracking, and knowledge management features; develop plugins, custom workflow activities, JavaScript, and PCF controls as needed
- Develop and maintain Azure AI Foundry solutions and applications for departmental and agency usage; provide technical support to development teams incorporating Azure AI Foundry solutions into their applications
- Provide deployment and post-deployment support such as Hypercare, structured transition to Operations and Maintenance, major incident escalations to 3rd tier engineering support
- Troubleshoot and resolve issues related to Customer Service Hub, Omnichannel, routing, and telephony integrations
- Ensure solutions adhere to security, compliance, data governance, and performance best practices
- Produce technical documentation, solution diagrams, and release artifacts
- Partner with business units to gather requirements and translate them into technical designs
Qualifications Required:- BS and 14+ years overall experience (4 years experience in lieu of degree)
- Ability to obtain and maintain a public trust requiring U.S. Citizenship or Green Card.
- 5+ years of experience developing and administering MS Azure and Dynamics 365 Customer Service platforms
- Ability to obtain and maintain a public trust requiring U.S. Citizenship or Green Card
- Strong understanding of Customer Service Hub, Omnichannel, Unified Routing, Case Management, and Knowledge Management
- Experience with Copilot Studio, including developing Agents, Flows and tools
- Experience with Power Platform, including Canvas/Model-Driven Apps and Power Automate
- Experience working with Dynamics Contact Center and telephony solutions (e.g., Azure Communications Services, Teams Phone, IVR, CTI)
- Hands-on experience with Azure (Logic Apps, Functions, API Management, Foundry AI Services, Event Hubs, App Services)
- Proficiency in JavaScript, C#, PowerShell, and D365 SDKs; understanding of integrations, REST APIs, and webhooks
- Familiarity with ALM, DevOps pipelines, and solution management
- Familiarity with post-deployment support models such as Hypercare, War Room and Rapid Triage
- Excellent communication and documentation skills
Desired:- Microsoft certifications such as:
- PL-200 (Power Platform Functional Consultant)
- PL-400 (Power Platform Developer)
- MB-230 (Dynamics 365 Customer Service)
- Experience in government, regulated industries, or enterprise-scale environments
- Knowledge of data modeling, data migration, and Dataverse performance optimization
Target salary range: $160,001 - $200,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Overview SAIC accepts applications on an ongoing basis and there is no deadline.
