Microsoft Dynamics 365 CE CRM Developer (Customer Service)

Job Description

Job Description

Job Title: Microsoft Dynamics 365 CE CRM Developer (Customer Service)
Job Code: PA 780421
Client: Commonwealth of Pennsylvania – PTC
Location: Mostly Remote (Occasional Onsite – Middletown, PA)
Contract Duration: Until 06/30/2026
Rate: $93/hr on W2 (All Inclusive) OR $100/hr on C2C/1099

✅ Position Overview

We are seeking an experienced MS Dynamics 365 CE CRM Developer (Customer Service) to support the Pennsylvania Turnpike Commission (PTC). This role focuses on Dynamics 365 CE development, configuration, and integration, especially within the Customer Service and Omnichannel space.

This is a remote role with occasional onsite work required in Middletown, PA (approx. 1 week/month + onsite for key phases).

Key Responsibilities

• Configure and develop Microsoft Dynamics 365 CE CRM solutions based on Agile sprint tasks.

• Implement Customer Service & Omnichannel features — Channels, Workstreams, Unified Routing, etc.

• Integrate Dynamics 365 CE with Contact Center, ERP (SAP), payment gateways, self-service portals , and mobile apps.

• Support Functional Leads in defining integration requirements.

• Ensure seamless data flow, performance, and user experience across integrated systems.

• Lead and support training, adoption, change management, and post-go-live optimization.

• Build CI/CD pipelines aligned with PTC standards and SDLC practices.

• Prepare detailed documentation including designs, test scripts, impact analysis, and best practices.

Required Experience & Skills

RequirementMinimum MS Dynamics 365 CE CRM Development & Configuration | 5+ Years
Dynamics 365 Customer Service (Omnichannel, Unified Routing) | 3+ Years
Successfully delivered Dynamics CE implementations for high-volume contact centers | 2+ Projects
Contact Center integrations (Telephony, IVR, Web Portals, Mobile Apps) | Required
ERP & Payment Gateway Integrations | Required
Agile methodology experience | Required
Proficiency: MS Office 365, Azure DevOps Test Module | Required
Bachelor’s in Business Mgmt / Information Systems | Required

Required Certifications:

• MB-910, MB-200, PL-100, MB-230, PL-400

Preferred (Working Toward):

• PL-200, PL-600, MS Dynamics Fast Track Architect, MVP

️‍ Soft Skills

• Strong analytical, communication, and stakeholder management skills

• Ability to work independently & lead cross-functional teams

• Detail-oriented, strong documentation, organizational & PM skills

Bonus Skills: SAP experience, ITIL/ITSM knowledge

Onsite & Engagement Requirements

• Must attend onsite meetings 1 week/month in Middletown, PA

• Orientation day onsite required (equipment pickup – no reimbursement)

• Must be within 3-hour commute for emergency onsite needs

• National Criminal Background Check + ePATCH required

Work Locations (Occasional Onsite)

• 700 South Eisenhower Blvd, Middletown, PA
  
  
• 2850 Turnpike Industrial Drive, Middletown, PA