Microsoft Dynamics 365 Developer – Unified Service Desk (USD)

📍 Europe | 100% Remote | Contractor

🌍 Languages:

• Spanish C1

• English B2+

🏦 Industry: Banking

About the role

We are looking for a Microsoft Dynamics 365 Developer with hands-on experience in Unified Service Desk (USD) and Microsoft Dynamics 365 Customer Service.

You will join a large-scale banking transformation program, contributing to the evolution of customer service platforms and agent desktop solutions. The role focuses on advanced USD customizations, CTI integrations, hosted controls, and agent productivity tools within Dynamics 365.

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

Mandatory

• Proven experience with Microsoft Dynamics 365 Customer Service.

• Hands-on experience with Unified Service Desk (USD).

• Experience with:

  • USD Hosted Controls

  • Actions & Events

  • Agent Scripting

  • CTI adapters and telephony integrations

• Strong experience with:

  • C# / .NET

  • WPF

  • JavaScript

• Experience working with:

  • USD SDK

  • Agent desktop applications

  • 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

  • Session Lines

  • Action Calls

  • Advanced Agent Scripting

• Experience with USD migration initiatives.

• Familiarity with Omnichannel for Customer Service or Customer Service Workspace.

Why join?

• Join a long-term international banking project.

• Work with highly specialized Dynamics 365 Customer Service technologies.

• Participate in the evolution of enterprise customer service and contact center platforms.

• Fully remote model from Spain or Portugal.

• Collaborative and Agile environment.

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