Power Engineer

Job Introduction

Power Engineer - Dynamics 365 Customer Service & Contact Centre

Location: Lincolnshire (Hybrid) - 2 days per week in the office
Contract: Permanent

Salary: £47,181-£52,413 (Pay Award Pending)

About the Role

We’re looking for a skilled Power Engineer to design, build and optimise solutions across Dynamics 365 Customer Service and Contact Centre. The candidate will be using the Microsoft Power Platform to support high‑quality, modern customer services.

This role sits at the heart of our transformation programme, helping improve case management, contact handling, automation, reporting, and system integration across complex, high‑volume service environments—aligned to strong enterprise governance and public sector standards.

What You’ll Be Doing

As a Power Engineer, you will:

• Implement designs and configure Dynamics 365 Customer Service and Contact Centre solutions to support end‑to‑end service delivery
• Develop and optimise Power Automate flows for automation, notifications, escalations and integrations
• Work with stakeholders to translate service requirements into scalable technical solutions
• Integrate Dynamics 365 with telephony platforms, line‑of‑business systems and external services using APIs and connectors
• Ensure solutions are secure, compliant and performant in live service environments
• Contribute to Agile delivery teams, supporting backlog refinement, testing and continuous improvement
• Provide technical assurance and guidance on supplier‑delivered solutions

Essential Skills & Experience

You’ll bring strong, hands‑on experience across:

• Dynamics 365 Customer Service, including:
  • Case management, queues, routing rules, skills and entitlements
  • Knowledge articles and customer timelines
• Dynamics 365 Contact Centre / Omnichannel, including digital channels and voice or telephony integrations (e.g. Teams, ACS, third‑party providers)
• Dataverse, with an understanding of the Customer Service data model and extensibility
• Power Automate for automation and integration
• API‑based integrations and event‑driven architectures

Security, Governance & Compliance

You’ll be comfortable working within strong governance frameworks and public sector environments, with experience of:

• Data security, GDPR and role‑based access control
• Environment separation and enterprise Power Platform governance
• Working to recognised frameworks such as:
  • Government Digital and Data (GDAD)
  • Cyber Assessment Framework (CAF)
  • NIST Cybersecurity Framework (CSF)
• Collaborating effectively with cybersecurity and assurance teams

Ways of Working

We’re looking for someone who:

• Thrives in Agile delivery teams
• Has strong analytical and troubleshooting skills in live environments
• Can clearly explain technical solutions to non‑technical stakeholders
• Is committed to continuous improvement, automation and service efficiency
• Balances low‑code delivery with robust engineering discipline
• Comfortable writing and producing comprehensive unit and integration testing procedures

Desirable Experience

It would be great if you also have:

• Experience with contact centre analytics beyond standard D365 dashboards
• Exposure to Teams Phone, ACS or SIP-based telephony
• Experience supporting 24/7 or high‑volume services
• Experience with CI/CD pipelines for Power Platform and Dynamics 365 solutions
• Knowledge of Microsoft Fabric for data storage, transformation and integration
• Experience working in UK local government or public sector organisations
• Familiarity with GIS or location‑based data in service workflows
• Build insightful Power BI dashboards for operational, performance and management reporting

Why Join Us?

• Work on large‑scale, real‑world customer services that impact thousands of residents
• Be part of a forward‑thinking digital and service transformation programme
• Influence architecture, governance and best practice across the organisation
• Hybrid working
• Strong focus on professional development and learning

Due to recent changes in immigration law in the UK we are unable to offer skilled worker visa sponsorship for this role as it does not meet the requirements.

If you would like an open and informal discussion regards this role then please contact; Drew Ness via email on andrew.ness@lincolnshire.gov.uk or Jason Elson via email on jason.elson@lincolnshire.gov.uk

PLEASE NOTE: It is imperative that your personal statement clearly states why you have applied, how you meet the essential and desirable criteria for the role as set out in the Job Description (attached on LCC jobs Site) and what you feel you can bring to this role, the team and the wider County Council.

Please refer to our Job Information Pack here to support you in your application.

On occasion we receive significantly more applications than expected for some vacancies and under such circumstances we reserve the right to bring forward the closing date of the advertisement. We therefore strongly advise you to apply for the role promptly to avoid disappointment should the closing date be brought forward. Please also note: once an application is submitted it is final and cannot be amended. If you withdraw your application, it cannot be reinstated and you will not be able to submit another application for that vacancy. If you have an issue with your submitted application, please contact recruitment@lincolnshire.gov.uk.

We operate a talent pool scheme whereby candidates who are not successful on this occasion may be considered for a period of up to 3 months for equal positions.

Lincolnshire County Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

A Smarter Working Employer

We have embraced new ways of working and hybrid working will be a feature of this role. You will be given a nominated contractual work base and you will be required to commute to this work base when necessary. Working arrangements regarding hybrid working will be discussed as part of the appointment process.

Our technology platform and equipment is very good enabling you to connect and collaborate remotely. We require that you have in place good connectivity, and we will discuss during the recruitment process if support with this is needed.

Our values – collaborative, adaptable, eco-conscious, supportive, and responsible – guide everything we do. We’re looking for candidates who share these values and bring them to life in their work, helping us build strong teams and make a real difference in the communities we serve.