Lead Developer – Dynamics 365 Customer Service Workspace Migration
Client: Department of Veterans Affairs (VA)
Location: Remote – U.S. Based
Salary: $160,000–$180,000 annually, based on experience and technical interview
Employment Type: Full-Time
Citizenship: U.S. Citizen Required
Position Summary
We are seeking a Lead Dynamics 365 Developer to lead a team of 5–7 developers and integration resources through the modernization of an existing Dynamics 365 Customer Service platform, with a primary focus on migrating Unified Service Desk (USD) to Customer Service Workspace (CSW).
The ideal candidate is a hands-on technical leader with deep Customer Service Workspace and Unified Service Desk experience, including the ability to assess existing USD customizations, determine the appropriate CSW replacement approach, and lead the modernization of existing API and telephony integrations.
This is not simply a Dynamics 365 development role. The technical manager is specifically seeking someone who understands USD-to-CSW migration, Dataverse architecture, existing integration modernization, and the impact of those changes on the agent experience and business operations.
Core Technical Requirements
Dynamics 365 Customer Service / Customer Service Workspace
5+ years of D365 Customer Service and CSW experience
Deep hands-on CSW implementation experience
Proven USD CSW migration/modernization experience
Session templates, application tabs, productivity tools, macros, agent scripts, knowledge integration, and multisession
Ability to replace legacy USD functionality with native CSW capabilities where appropriate
Unified Service Desk Modernization
Experience analyzing and migrating:
USD custom controls
Hosted applications
Action calls
Session management
Navigation rules
Agent scripts
CTI integrations
Ability to establish reusable migration patterns and technical standards
Dataverse / Power Platform
Advanced Dataverse architecture and data modeling
Business logic and security architecture
Business Units, Security Roles, Teams, Field Security Profiles, and record ownership
Power Apps and Power Automate
JavaScript / TypeScript
C# / plug-ins / Custom APIs
PCF preferred
APIIntegration Modernization
Modernize existing APIs supporting the legacy USD environment
Analyze and re-implement existing integrations
API contracts, authentication, data mapping, error handling
REST APIs
OAuth 2.0 / OpenID Connect
Integration testing and functional-parity validation
Telephony / CTI
Understanding of CTI and telephony integration
Screen pop
Customer identification
Call context transfer
Activity creation
Agent desktop integration
Cisco Contact Center / Webex Contact Center / Cisco Finesse or Genesys Cloud CX / Genesys Engage experience is preferred
Technical Leadership
This person will lead a 5–7 person development/integration team and will be responsible for:
Technical direction and architecture
Development standards and governance
Design and code reviews
Migration frameworks and reusable implementation patterns
Testing and deployment readiness
Technical risk and dependency management
Mentoring developers and integration resources
Production-quality delivery with minimal post-deployment defects
Delivery Leadership
Manage requirements, development tasks, defects, dependencies, risks, and milestones through JIRA
Provide technical execution oversight and accurate status reporting
Coordinate development, integration, testing, and deployment activities
Deliver contractual milestones within approved scope and schedule
Experience with fixed-price systems integration or modernization engagements is preferred
Required Experience
Bachelor's degree in Computer Science, IT, Engineering, or related field
8+ years Dynamics 365/CRM development
5+ years Dynamics 365 Customer Service / Customer Service Workspace
Demonstrated USD CSW migration experience
Demonstrated experience modernizing existing API integrations
Strong Dataverse and Power Platform experience
JavaScript/TypeScript, C#, REST APIs
OAuth 2.0 and OpenID Connect
Dataverse security architecture and governance
Working knowledge of CTI/telephony and multisession workspace concepts
Strong JIRA experience
Demonstrated technical leadership of development resources
Preferred Experience
Deep expertise in Customer Service Workspace and Unified Service Desk
Omnichannel for Customer Service
PCF
Microsoft Power Platform certifications
Cisco Contact Center / Webex Contact Center / Cisco Finesse
Genesys Cloud CX / Genesys Engage
Advanced CTI and agent-desktop integrations
Fixed-price modernization/SI engagements
Benefits Overview
Fathom Management offers full-time employees a comprehensive and competitive benefits package, including:
Paid vacation, sick leave, and holidays
Medical, dental, and vision insurance
Life insurance
Short- and long-term disability insurance
401(k)
Military leave
Professional training and development
Tuition reimbursement
Employee wellness program
Commuter benefits
And more
Equal Employment Opportunity
Fathom Management is an Equal Employment Opportunity Employer committed to fostering a diverse and inclusive workplace. All employment decisions are made without regard to race, color, religion, creed, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.