Software Development Engineer IV, Microsoft Dynamics 365

Responsibilities

• Design, build, and maintain CRM capabilities in Microsoft Dynamics 365 customer service (Canvas Apps, model‑driven apps, Power Automate).
• Support integrations with telephony platforms (e.g., Genesys), Facets, and other internal systems to move toward a single‑pane‑of‑glass experience.
• Build and maintain plug‑ins, custom workflows, Power Platform components, and data integrations via Dataverse and external APIs.
• Optimize performance, usability, and automation for CSR call, chat, and email flows.
• Enable AI‑driven experiences through virtual agents, case summarization, and intelligent routing.
• Monitor, troubleshoot, and improve reliability and adoption of D365 features.
• Confer with stakeholders and IT leaders to understand business problems or improvement opportunities and identify software solutions.
• Analyze moderate‑risk business needs to determine solutions.
• Design solutions on various platforms by studying requirements and information needs.
• Translate moderately complex system requirements into code using multiple programming languages and/or tools.
• Develop and modify code and system set‑up based on program specifications.
• Apply CICD (Continuous Integration/Continuous Deployment).
• Perform testing using both unit testing and test automation and document test results.
• Participate in testing associated with cross‑functional project team efforts.
• Produce appropriate technical documentation and notifications for changes to production systems or fixes to production problems.
• Create SDLC (Software Development Lifecycle) artifacts.
• Analyze and resolve moderate‑risk production problems related to assigned applications.
• Support project initiatives collaborating with the rest of the design team ensuring that development milestones and deadlines are met.
• Begin to provide feedback to peers on designs.
• Provide input to standardization of IT processes and ensure application of IT standard processes and requirements.
• Participate in continuing education opportunities and proactively improve your level of knowledge about Premera’s business and relevant technologies.

• Bachelor’s Degree in Computer Science or Information Systems.
• (8) years of software development experience, knowledge of software development lifecycle, and skills to utilize one or more programming languages.
• 5+ years of any D365 experience.
• Proficient in Dataverse, Power Apps, Power Automate, Power BI, and Dynamics 365 SDK.
• Experience with Azure services such as Azure Functions, Azure ADF, Azure APIM, and Logic Apps to extend and integrate D365 capabilities.
• Experience with data surfacing strategies like PCF, custom pages, and virtual entities.
• Strong understanding of CRM user experience and designing for front‑line support teams.
• Ability to work cross‑functionally in agile or hybrid project environments.
• Exposure to cloud solutions.
• Previous experience in an agile environment.
• 5+ years of experience as a Dynamics 365/Power Platform Engineer, with a focus on customer service.
• Familiarity with telephony integrations (preferably Genesys Cloud CX).
• Knowledge of Azure Services such as Azure Service Bus, Azure Fabrics, and Synapses to extend and integrate Dynamics 365 capabilities.
• Familiarity with Azure OpenAI, RAG architecture, or other AI‑enhanced CRM tools.
• Knowledge of license tiers and optimization (e.g., Enterprise vs. Professional).
• Experience using and creating automated test tools.
• Experience in the healthcare industry or a highly regulated environment.

Demonstrates expertise in Microsoft Dynamics 365, including CRM capabilities, Power Platform components, and integration with telephony systems. Proficient in software development lifecycle practices, with a strong focus on optimizing user experience and implementing AI‑driven solutions.