Graduation Internship in Dynamics 365 Contact Center and Power Platform
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Description
We are looking for a motivated technical intern to help build a modern customer service platform using Dynamics 365 Contact Center, Customer Service, Power Pages, and Copilot capabilities.
During the internship, you will work on an end to end customer support solution where customers can authenticate through a Power Pages portal, access knowledge articles, interact via chat, email, and voice channels, and have cases created and routed to the appropriate support teams. You will also explore how service operations can be configured and automated through queues, routing
rules, shared mailbox processing, and self service experiences.
This assignment gives you hands-on exposure to customer engagement platforms, digital experience, and AI enabled service scenarios in a real world enterprise context.
Technical focus
• Dynamics 365 Contact Center
• Dynamics 365 Customer Service
• Power Pages
• Dataverse
• Power Automate
• Copilot Studio
• Microsoft Azure and Entra External ID (optional)
• Genesys integration (optional)
What you will build
• A Power Pages portal with customer authentication using Dataverse contacts
• A self service knowledge base and customer case management experience
• Omnichannel support through chat, email, and voice
• Shared mailbox integration and email to case processing
• Queue management and intelligent routing
• End to end customer service demo scenarios
• Optional AI capabilities using Customer Intent Agent and Case Creation Agent
• Optional proof of concept integration with Genesys
Learning objectives
• Understand how customer service solutions are designed and configured in Microsoft Dynamics 365
• Explore customer self service, omnichannel support, and case routing patterns
• Learn how Power Pages, Dataverse, and Power Automate work together in a service scenario
• Gain practical experience with AI assisted customer service capabilities
• Deliver a working solution supported by technical documentation
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