Graduation Internship in Dynamics 365 Contact Center and Power Platform

Beschrijving

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



Skills and background


We are looking for students with a genuine interest in Microsoft technology, customer experience, and digital transformation.



You should have:
• Interest in Microsoft Power Platform, Dynamics 365, and Power Pages
• Basic understanding of web development concepts, HTML/CSS, and JavaScript
• Basic understanding of programming concepts, including variables, logic, functions, and


working with APIs
• Basic understanding of integrations and data flow between applications
• A problem solving mindset and willingness to learn
• Curiosity about AI, automation, and customer experience technologies
• Strong communication skills and the ability to work in a collaborative team environment



It would be a plus to have:
• Experience with customer service or support workflows
• Exposure to Dataverse, Power Automate, or Power Pages
• Interest in AI assisted customer support and digital experience scenarios



Pitch


Join Avanade's Business Applications (BizApps) team, a Microsoft Gold Partner, where we design and deliver modern, AI enabled customer and digital experiences. In this internship, you will work alongside experienced professionals on a real customer service scenario that brings together


Dynamics 365 Contact Center, Power Pages, and intelligent automation.


You will contribute to the design, development, testing, and documentation of a customer service platform that supports knowledge access, case handling, and omnichannel engagement. This is a hands-on opportunity to learn how enterprise customer engagement solutions are built and delivered in practice.


This internship gives you the opportunity to work on a realistic service solution while developing your technical and business understanding in a supportive environment.



Additional comments


At this time, we are unable to provide visa sponsorship. Candidates must be legally authorized to work in Belgium and be eligible to join us for the internship period, with the potential to continue with Avanade in a future role after graduation.