[Hiring] Lead Developer @Fathom Management LLC

Role Description

We are seeking a Lead Dynamics 365 Developer to lead a team of 5–7 developers and integration resources through the modernization of an existing Dynamics 365 Customer Service platform, with a primary focus on migrating Unified Service Desk (USD) to Customer Service Workspace (CSW).

The ideal candidate is a hands-on technical leader with deep Customer Service Workspace and Unified Service Desk experience, including the ability to:

• Assess existing USD customizations
• Determine the appropriate CSW replacement approach
• Lead the modernization of existing API and telephony integrations

This is not simply a Dynamics 365 development role. The technical manager is specifically seeking someone who understands:

• USD-to-CSW migration
• Dataverse architecture
• Existing integration modernization
• The impact of those changes on the agent experience and business operations

Qualifications

• 5+ years of D365 Customer Service and CSW experience
• Deep hands-on CSW implementation experience
• Proven USD → CSW migration/modernization experience
• Experience analyzing and migrating USD custom controls, hosted applications, action calls, session management, navigation rules, agent scripts, and CTI integrations
• Advanced Dataverse architecture and data modeling
• Business logic and security architecture
• Strong JIRA experience

Requirements

• Ability to replace legacy USD functionality with native CSW capabilities where appropriate
• Ability to establish reusable migration patterns and technical standards
• JavaScript / TypeScript, C# / plug-ins / Custom APIs
• PCF preferred
• Understanding of CTI and telephony integration
• Experience with Cisco Contact Center / Webex Contact Center / Cisco Finesse or Genesys Cloud CX / Genesys Engage preferred
• Demonstrated technical leadership of development resources

Benefits

• Paid vacation, sick leave, and holidays
• Medical, dental, and vision insurance
• Life insurance
• Short- and long-term disability insurance
• 401(k)
• Military leave
• Professional training and development
• Tuition reimbursement
• Employee wellness program
• Commuter benefits
• And more

Company Description

Fathom Management is an Equal Employment Opportunity Employer committed to fostering a diverse and inclusive workplace. All employment decisions are made without regard to race, color, religion, creed, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state, or local law.