Microsoft Power Apps Senior Technical Lead

Job Summary

Operate D365 Contact Center and related customer-engagement services, resolving routine and moderately complex production issues.

Key Responsibilities

• Administer queues, workstreams, routing, skills, capacity profiles, agent profiles and user access.
• Monitor and troubleshoot Customer Insights Journeys, Copilot Studio, Dataverse, Power Automate and omnichannel flows.
• Investigate agent login, routing, campaign, journey, bot and integration incidents.
• Implement approved configuration changes and validate business journeys after releases.
• Collect diagnostics, correlation IDs and reproducible evidence for L3/Microsoft escalation.

Skill Requirements

• Dynamics 365 Contact Center/Customer Service, unified routing and omnichannel administration.
• Customer Insights Journeys, Copilot Studio, Dataverse and Power Automate.
• Application monitoring, functional troubleshooting, APIs/connectors and production support.
• ITIL incident/change processes, testing and documentation.

Other Requirements

• Relevant Dynamics 365 or Power Platform certifications.
• Awareness of ACS voice, Azure Functions and Application Insights.