- Led a team of 2 developers and collaborated with the project manager, business analyst, quality assurance, and another team’s technical lead to coordinate changes across shared components, ensuring alignment and seamless delivery.
- Utilized GitHub Actions to manage source control for 40+ components, automating promotion to higher environments and maintaining deployment consistency.
- Diagnosed and resolved 5+ Omnichannel Live Chat incidents stemming from Microsoft updates, infrastructure changes, and system configuration issues, and authored a comprehensive troubleshooting guide outlining 7 diagnostic steps including session management, health checks, Microsoft Service Health monitoring, solution history reviews, plugin trace log analysis, routing diagnostics, and cross-environment impact assessments.
- Crafted tailored solutions for complex business needs, including a solution for Omnichannel queue visibility by implementing a RetrieveMultiple plugin targeting specific queue table FetchXML, achieving the ideal outcome for live chat agents by eliminating training mistakes
- Developed 15+ SQL 4 CDS queries and scripts targeting Customer Service Workspace app and Omnichannel tables — including Conversation, Session, Quick Reply, Routing Diagnostic, Queue Membership, Role Membership, and Workstream — to enhance diagnostics, operational insights, and streamline configuration data migration between environments through key-based mapping
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