Job description

The Sr. Software Engineer serves as a technical leader responsible for designing, developing, configuring, and supporting enterprise contact center solutions built on Microsoft Dynamics 365 Customer Service, Dynamics 365 Contact Center, Power Platform, Copilot, and related technologies. • Designing an IVA conversation flow for customer self-service. • Configuring new IVR routing logic and call-handling capabilities. • Building Power Automate workflows supporting case management processes. • Creating Dataverse extensions, plugins, and custom APIs. • Configuring Dynamics 365 Contact Center routing and queue management. • Developing integrations with enterprise systems through Azure services. • Designing Copilot experiences and prompt orchestration strategies. • Reviewing pull requests and mentoring engineering team members. • Create technical specifications, solution diagrams, and integration designs. • Participating in Agile ceremonies including sprint planning and backlog refinement. • Supporting production incidents and troubleshooting platform issues. • Collaborating with business partners to gather requirements and define solutions. • Analyzing contact center performance metrics and identifying optimization opportunities. • Working with architects to improve scalability, security, and maintainability. Education: • Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience. Work Experience: • 5 years minimum related work experience • 3+ years implementing Microsoft Dynamics or Power Platform solutions. Skills: • Experience with: • Power Platform • Power Automate • C# • .Net • Rest APIs • JavaScript/TypeScript • JSON • Experience supporting production business-critical applications • Experience troubleshooting application defects and production incidents. • Dynamics Customer Service or Dynamics Contact Center experience. • AI-Assisted Development Tools • IVA & IVR experience 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. 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. $101,200.00 - $161,900.00/Yr. #LI-SH1 #LI-Remote

Requirements

Must-haves

Designing an IVA conversation flow for customer self-service.
Configuring new IVR routing logic and call-handling capabilities.
Building Power Automate workflows supporting case management processes.
Creating Dataverse extensions, plugins, and custom APIs.
Configuring Dynamics 365 Contact Center routing and queue management.
Developing integrations with enterprise systems through Azure services.
Designing Copilot experiences and prompt orchestration strategies.
Reviewing pull requests and mentoring engineering team members.
Create technical specifications, solution diagrams, and integration designs.
Participating in Agile ceremonies including sprint planning and backlog refinement.
Supporting production incidents and troubleshooting platform issues.
Collaborating with business partners to gather requirements and define solutions.
Analyzing contact center performance metrics and identifying optimization opportunities.
Working with architects to improve scalability, security, and maintainability.
Bachelor’s degree in a related field or the equivalent through a combination of education and related work experience.
5 years minimum related work experience
3+ years implementing Microsoft Dynamics or Power Platform solutions.
Power Platform
Power Automate
JavaScript/TypeScript
Experience supporting production business-critical applications
Experience troubleshooting application defects and production incidents.
Dynamics Customer Service or Dynamics Contact Center experience.
AI-Assisted Development Tools

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

azureagilerestjavascripttypescriptai

Platform: icims
Effort: medium

Benefits

Benefits detected in the listing.

401(K)