About the role
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.
Originally posted on Himalayas