Dynamics 365 CRM Engineer

Location: London – hybrid (2-3 days per week on site), or fully remote from elsewhere in the UK with occasional travel to London

Engagement: Inside IR35

Duration: 6 months, extendable

Role summary

We are seeking a Senior Dynamics 365 CRM Engineer to configure, develop, integrate, and support a large-scale enterprise Dynamics 365 CRM platform. You will build secure, scalable customer, case, and omnichannel capabilities and integrate D365 with identity, contact centre, secure document exchange, fraud, data, and AI services.

This is a high-profile transformation programme involving customer and case management, omnichannel interactions, AI and insights, customer portals, identity and verification, secure digital exchange, fraud prevention, and data integration.

Key responsibilities

• Configure and extend Microsoft Dynamics 365 Customer Engagement apps, including Customer Service, Sales, case management, customer records, business processes, and workflows.
• Develop customisations using Power Platform components, including Power Apps, Power Automate, Dataverse, business rules, plugins, and web resources where appropriate.
• Build and maintain integrations using REST APIs, Azure Integration Services, Azure Logic Apps, Azure Functions, Service Bus, API Management, and event-driven patterns.
• Implement customer, case, interaction, and channel-management capabilities across digital and assisted-service channels.
• Support integration with identity and verification, contact centre/CCaaS, secure document exchange, fraud, knowledge, and data platforms.
• Configure and support Dynamics 365 Customer Insights, reporting, dashboards, and AI/Copilot-enabled capabilities where required.
• Build and maintain secure CI/CD pipelines, ALM processes, environment strategy, and automated deployment for D365 and Power Platform solutions.
• Apply secure-by-design principles, Microsoft security best practice, data-protection requirements, and accessibility standards.
• Diagnose and resolve complex platform, customisation, integration, and environment issues across development, test, and production-like environments.
• Produce technical documentation and support knowledge transfer to internal and supplier delivery teams.

Essential skills and experience

• Strong hands-on experience implementing Microsoft Dynamics 365 Customer Engagement, ideally Dynamics 365 Customer Service and/or Sales.
• Deep experience with Dataverse, Power Apps, Power Automate, Power Pages, business rules, workflows, plugins, JavaScript, and C#/.NET where relevant.
• Proven API and integration development experience, including REST, OAuth 2.0/OIDC, webhooks, Azure Logic Apps, Azure Functions, Service Bus, and API Management.
• Experience delivering D365/Power Platform solutions using ALM, DevOps, CI/CD, managed solutions, and environment management.
• Experience integrating D365 with contact centre, identity, document, case, or customer-data systems.
• Strong understanding of the D365 security model, role-based access, data protection, encryption, and secure integration patterns.
• Experience working in agile delivery teams on complex, multi-supplier programmes.

Desirable skills and experience

• Microsoft certifications such as Dynamics 365 Customer Engagement Functional Consultant, Power Platform Developer, Azure Developer, or Azure Solutions Architect.
• Experience with Dynamics 365 Customer Insights, Copilot Studio, Azure AI services, or conversational AI.
• Experience in public sector, tax, benefits, financial services, or large-scale citizen-service delivery.
• Familiarity with accessibility standards, secure-by-design approaches, and government technology standards.
• Experience with CCaaS platforms, customer portals, identity and verification services, or fraud-prevention integrations.

Darwin Recruitment is acting as an Employment Business in relation to this vacancy.

Sheikh Salem