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Dynamics 365 Developer – Unified Service Desk (USD) - Europe (Contractor)
Talent Connect
Contract type
Ongoing
Work mode
Remote · Spain, Portugal
Experience
3 years
Job description
A Microsoft Dynamics 365 Developer role focused on Unified Service Desk (USD) and Dynamics 365 Customer Service, joining a large-scale banking transformation program to evolve customer service platforms and agent desktop solutions. The work centres on advanced USD customizations, CTI integrations, hosted controls and agent productivity tools.
At a glance
- Work mode
- Remote · Spain, Portugal
- Languages
- Spanish – C1, English – B2+
What you'll do
- Configure and customize Microsoft Dynamics 365 Customer Service solutions
- Develop and maintain customizations within Unified Service Desk (USD)
- Configure and extend Hosted Controls, Actions, Events, Toolbars, and Agent Scripts
- Implement and maintain CTI (Computer Telephony Integration) adapters and connectors
- Develop custom hosted controls using C#/.NET and WPF
- Build custom behaviors and integrations using JavaScript
- Work with USD APIs and USD SDK to extend platform capabilities
- Support multi-session agent desktop environments
- Ensure performance, maintainability, and usability of implemented solutions
- Collaborate with backend, integration, and business teams to deliver end-to-end customer service solutions
- Participate in Agile delivery teams and continuous improvement initiatives
What we're looking for
- Proven experience with Microsoft Dynamics 365 Customer Service
- Hands-on experience with Unified Service Desk (USD)
- Experience with USD Hosted Controls
- Experience with Actions & Events
- Experience with Agent Scripting
- Experience with CTI adapters and telephony integrations
- Strong experience with C# / .NET
- Strong experience with WPF
- Strong experience with JavaScript
- Experience working with USD SDK
- Experience working with agent desktop applications
- Experience working with multi-session management
- Experience working in Agile environments (Scrum/Kanban)
- Spanish C1
- English B2+
Nice to have
- XAML development
- Custom UI integrations within Dynamics 365
- Knowledge of Window Navigation Rules
- Knowledge of Session Lines
- Knowledge of Action Calls
- Knowledge of Advanced Agent Scripting
- Experience with USD migration initiatives
- Familiarity with Omnichannel for Customer Service or Customer Service Workspace