Dynamics 365 Developer – Unified Service Desk (USD) - Europe (Contractor)

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.