About the Role

iCapital is seeking an experienced, strategic-thinking Dynamics Tech Lead to support the launch and scalability of Microsoft Dynamics 365 across the enterprise. This role is responsible for hands-on development, configuration, and support of Microsoft Dynamics applications, ensuring the smooth operation and integration of Dynamics solutions to meet evolving business needs.

Responsibilities:

Lead day-to-day development for Dynamics 365 Customer Service and Dataverse, partnering closely with the Architect, Product Owner, and QA Lead while contributing hands-on code alongside the team.
Own code review standards and review changes across plug-ins, client scripts, Power Automate flows, and solution components.
Define engineering practices for solution layering, source control, branching, environment management, coding standards, templates, and reusable development patterns.
Own CI/CD pipelines in Azure DevOps, enabling repeatable and governed releases from development through production.
Deliver enhancements across case management, SLAs, queues, routing, security roles, and other core Dynamics 365 Customer Service capabilities.
Implement Dynamics 365 Contact Center capabilities, including channel configuration and unified routing.
Build Copilot Studio agents and Copilot features for service agents and customers, incorporating effective grounding, hand-off, and guardrail design.
Design and build enterprise integrations with platforms such as ServiceNow, Pega, and Salesforce using APIs, Dataverse, and Power Automate, with appropriate error handling and monitoring.
Launch secure customer self-service capabilities, including a portal with authentication, role-based access, and data protection suited to a regulated business.
Deliver a customer-facing chatbot integrated with the self-service portal, case management capabilities, and live agent hand-off.
Take technical ownership of the platform, including the technical backlog, codebase, solutions, and documentation, as part of the transition from the implementation partner.
Mentor developers, establish scalable engineering practices, and help shape the in-house engineering function, including proposing additional development hiring as demand grows.

Qualifications:

Extensive hands-on development experience with Microsoft Dynamics 365 Customer Service, Dataverse, and the Power Platform
Strong proficiency in C#, JavaScript, and TypeScript, including experience developing plug-ins, custom APIs, and client-side scripts
Demonstrated experience leading developers, conducting code reviews, mentoring team members, and establishing engineering standards for business-critical applications
Experience building enterprise integrations using REST APIs, including exposure to platforms such as ServiceNow, Pega, or Salesforce
Hands-on experience with Power Automate and CI/CD for Power Platform solutions, including experience with Azure DevOps
Strong understanding of security roles, authentication, secure access patterns, and data protection requirements for portals and external users
Experience developing conversational AI solutions, including Copilot Studio agents or comparable technologies
Experience with Dynamics 365 Contact Center or Omnichannel for Customer Service, including contact center capabilities and routing
Experience delivering customer self-service solutions, including Power Pages or other portals and customer-facing chatbots
Familiar with Azure services, including Functions, Service Bus, API Management, and Microsoft Entra ID
Experience supporting enterprise platforms in financial services or another regulated industry, including experience transitioning a platform from an implementation partner and building in-house development capabilities
Clear written and verbal communication skills, with the ability to explain technical decisions and trade-offs to both technical and business audiences
Microsoft certifications preferred, including Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230), Dynamics 365 Contact Center AI Engineer Associate (AB-250), Power Platform Developer Associate (AB-400), or Power Platform Solution Architect (PL-600)