Lead Software Engineer-Dynamics 365 Contact Center

About the Role

The Lead Software Engineer for Dynamics 365 Contact Center is responsible for designing, developing, configuring, and supporting enterprise-scale customer engagement solutions built on Microsoft Dynamics 365 Contact Center, Dynamics 365 Customer Service, Power Platform, Azure, and integrated enterprise systems.

Lead the technical design and implementation of Dynamics 365 Contact Center solutions.

Design end-to-end customer service and contact center solutions utilizing:

Dynamics 365 Contact Center

Dynamics 365 Customer Service

Power Platform

Azure Services

Microsoft Teams integrations

Define development standards, coding practices, and architecture patterns.

Create technical specifications, solution diagrams, and integration designs.

Provide technical guidance and mentorship to engineers, analysts, and consultants.

Evaluate new Microsoft platform capabilities including Copilot, AI agents, automation, and emerging contact center features.

Review solution designs, code, configurations, and deployment plans.

Build custom applications, plugins, workflows, integrations, and automation using Microsoft Power Platform and .NET technologies.

Play a critical role in troubleshooting and support, particularly for complex, high-impact issues that span multiple systems, teams, or technologies.

Required Qualifications

Education:

Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience.

Work Experience:

• 7+ years of software engineering experience.
• 5+ years implementing Microsoft Dynamics 365 solutions.
• 3+ years leading technical teams, projects, or enterprise platform implementations.

Preferred Qualifications

• Dynamics Customer Service or Dynamics Contact Center experience.
• Power Apps Component Framework (PCF)
• AI-Assisted Development Tools
• Why work for us
• At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.
• That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed.

Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.

Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range

$117,700.00 - $188,300.00/Yr.

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Responsibilities

• The Lead Software Engineer for Dynamics 365 Contact Center is responsible for designing, developing, configuring, and supporting enterprise-scale customer engagement solutions built on Microsoft Dynamics 365 Contact Center, Dynamics 365 Customer Service, Power Platform, Azure, and integrated enterprise systems.
• Lead the technical design and implementation of Dynamics 365 Contact Center solutions.
• Design end-to-end customer service and contact center solutions utilizing: Dynamics 365 Contact Center
• Dynamics 365 Customer Service
• Power Platform
• Azure Services
• Microsoft Teams integrations
• Define development standards, coding practices, and architecture patterns.
• Create technical specifications, solution diagrams, and integration designs.
• Provide technical guidance and mentorship to engineers, analysts, and consultants.
• Evaluate new Microsoft platform capabilities including Copilot, AI agents, automation, and emerging contact center features.
• Review solution designs, code, configurations, and deployment plans.
• Build custom applications, plugins, workflows, integrations, and automation using Microsoft Power Platform and .NET technologies.
• Play a critical role in troubleshooting and support, particularly for complex, high-impact issues that span multiple systems, teams, or technologies.

Qualifications

• Dynamics Customer Service or Dynamics Contact Center experience.
• Power Apps Component Framework (PCF)
• AI-Assisted Development Tools