Engineer II, Microsoft Dynamics

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Job Summary:

Inroads applies data, analytics, technology, research, and content development to create personalized services for communities. They are seeking a Software Engineer to improve web-based customer support services, focusing on enhancing user experience and integrating Microsoft Dynamics 365 solutions.

Responsibilities:

• Contribute to creating software solutions that improve a public-facing customer support platform by enhancing user experience (for both submitters and agents), CRM integration, and coordination with multiple stakeholder groups.

• Develop frontend web applications and integrate them with customized Microsoft Dynamics 365 backend applications.

• Implement scalable integrations with other digital customer support experiences.

• Build knowledge about the end-user experience and create solutions that address constituent needs, such as implementing consistent outreach and communication systems.

• Develop regular data reporting processes and tools for qualitative and quantitative insights, and expand automated test suites.

• Improve REST API and system integration, quality assurance, and test automation.

• Execute on and contribute to strategy for long-term engineering projects, including advocating for growth in the technical portfolio.

• Build systems that are culturally competent (e.g., support for multiple character encodings and non-English submissions).

• Develop data transformations as needed to translate between frontend and backend systems.

• Coordinate with partners, clients, and other stakeholders as needed to stand up solutions or resolve cross-functional challenges.

• Lead development efforts integrating non-Microsoft front ends with customized Microsoft Dynamics 365 CRM back ends.

• Optimize and enhance CRM workflows for improved routing accuracy, reduced manual intervention, and increased staff efficiency.

• Implement automated test suites covering conditional user flows, ensuring robust QA with tools such as Cypress.

• Support mobile-first and accessibility-driven UI/UX design aligned with federal digital service accessibility standards.

• Apply AI/ML tools to analyze UX pain points and drive product improvements while ensuring ethical AI practices.

• Implement caching, data validation, and API best practices to increase system performance, reliability, and maintainability.

• Coordinate with cross-functional stakeholders, ensuring seamless integration with multiple authoritative data sources.

• Develop dashboards, reports, and data analytics pipelines to inform product decision-making and enhance transparency.

• Participate in sustainment/enhancement tasks such as backend CRM maintenance, real-time performance monitoring, and security compliance documentation.

• Perform other reasonable tasks as assigned by management.

Qualifications:

Required:

• 6 years of experience building consumer-facing technical products that integrate with multiple off-the-shelf systems.

• Expertise in developing frontend applications that integrate with customized Microsoft Dynamics 365 backend applications.

• Experience working in an agile software development environment.

• Ability to diagnose and improve system performance and reliability; experience testing web applications using an automated framework such as Cypress.

• Experience with platforms that capture, process, and extract valuable user feedback data.

• Familiarity with Azure.

• Experience with Git or other version control systems, as well as project management and ticketing systems such as Jira.

• High attention to detail and ability to effectively manage and prioritize several tasks or projects concurrently.

• Effective communication and collaboration skills with internal and external team members of varied backgrounds, roles, and functions.

• Passion for applying technical skills toward improving access to services for those who rely on them.

• Ability to successfully attain and maintain a Federal Public Trust background investigation, including U.S. citizenship.

Preferred:

• Direct experience working with large-scale public sector clients, particularly in complex information system environments.

• Developing solutions in collaboration with both internal teams and key client stakeholders.

• Experience in high-security federal digital service environments strongly preferred.

Company:

Inroads applies data, analytics, technology, research, and content development to co-create services and programs that are personalized, relevant, and engaging for the communities who rely on them. Founded in , the company is headquartered in , with a team of 11-50 employees. The company is currently Early Stage.