Senior Software Engineer - D365 CE Technology

Career Area: Technology, Digital and Data

Caterpillar is seeking a Senior Developer with strong technical expertise in Microsoft Dynamics 365 (D365), specifically in Contact Center, Customer Service, and/or Sales modules. The ideal candidate will design, develop, and implement scalable solutions, ensuring seamless integrations, optimized performance, and customizations. This role requires deep technical proficiency in Power Platform, extensions, and integration frameworks, with a focus on delivering business value through hands on development and automation.

Key Responsibilities

Technical Delivery Development

• Develop and customize Dynamics 365 application using C#, JavaScript, TypeScript, and Power Platform components (Power Apps, Power Automate, Power Pages).
• Build plugins, workflows, Power Automate flows, and custom components to extend functionality.
• Ensure adherence to Microsoft best practices, extensibility framework, and upgrade safe customizations.
• Optimize solutions for performance, scalability, and maintainability.
• Support Microsoft Teams Phone Extensibility or Azure Communication Service within D365.

Integration Engineering

• Design and implement integrations between D365 and external systems using:
• OData / Web APIs
• REST / SOAP services
• Azure Logic Apps, Service Bus, Data Factory
• Troubleshoot and optimize integration performance across D365, Snowflake, Microsoft Fabric, and other applications.

Data Management, Security Compliance

• Support data migration strategies using Data Export Service, KingswaySoft, or DMF connectors.
• Configure security roles, privileges, and field level security to ensure compliance.
• Implement auditing, logging, and monitoring for the D365 application.

DevOps Environment Management

• Manage version control and code merges using GitHub repositories.
• Implement CI/CD pipelines in Azure DevOps.
• Oversee build, release, and deployment activities across Dev/UAT/QA/Prod environments.

Automation AI Solutions

• Develop automation workflows using Power Automate and Copilot Studio.
• Leverage AI Builder for intelligent document processing, sentiment analysis, and predictive insights.
• Build, enable, and manage Copilot Studio IVR Agents.
• Configure routing actions in D365, including escalations, call transfers, and SLA actions, using Power Automate Flows.
• Create reusable templates, frameworks, and accelerators for solution delivery.

Collaboration Communication

• Work closely with functional consultants, business analysts, and project teams to translate requirements into technical solutions.
• Participate in workshops, demos, and technical discussions with Cat Customer Service stakeholders.
• Provide technical guidance to peers and contribute to delivery excellence.

What You Will Have

Technical Expertise

• Strong hands on experience with Dynamics 365 modules (Contact Center, Customer Service, Sales).
• Strong hands-on experience with building and maintaining integrations between D365 and external systems.
• Proficiency in plugin development, workflows, Power Automate, and custom UI components.
• Skilled in JavaScript/TypeScript, C#, and Power Platform (Power Apps, Power BI, Power Pages).
• Knowledge of D365 data model, entities, and security framework.
• Knowledge of Team Phone Extensibility and Azure Communication Service.
• Experience with creating and deploying Agents in Copilot Studio.
• Experience with D365 Contact Center unified routing.

Tools Frameworks

• Experience with Azure services (Logic Apps, Service Bus, Functions, API Management).
• Skilled in integration frameworks and ETL tools for D365 data migration.
• Proficiency in GitHub, Azure DevOps pipelines, and environment management.

Considerations for Top Candidates

• Microsoft Copilot Expertise Advanced skills with creating and maintaining Copilot Agents.
• Plugin Development Mastery Advanced ability to design and implement custom plugins in C# for complex business logic across Contact Center, Customer Service, and Sales.
• JavaScript/TypeScript Expertise Skilled in customizing D365 forms, ribbons, and UI components using modern scripting frameworks.
• Power Platform Integration Hands on experience embedding Power Apps, Power BI dashboards, and Power Pages into D365 solutions.
• Testing Quality Assurance Skilled in writing unit tests for plugins, automated UI tests, and regression testing for D365…