Description of Duties
Configure and develop the PTC s Microsoft CE CRM system based on the functional and technical tasks developed as part of an Agile Backlog process.
Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.
Work closely with and be a member of a team led as assigned by the PTC to implement solutions as defined.
Support the Function Lead in defining functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, SAP, and payment gateways.
Ensure the seamless integration, best in class performance, and efficient data flow across systems.
Support the development of training programs for end-users to ensure effective use of Dynamics 365 CE solutions.
Promote user adoption through effective change management and support.
Provide ongoing support and optimization for Dynamics 365 CE solutions.
Identify and implement improvements to enhance system functionality and user experience.
Configure Dynamics 365 CE applications to meet specific business requirements.
Configure Dynamics 365 Customer Service functionality including Channels, Workstreams, Unified Routing, etc. for Omnichannel features.
Work with technical teams to ensure customizations and integrations are aligned with functional needs.
Build and work with Continuous Integration and Continuous Delivery Pipelines and operate within Application Lifecycle Management best practices, PTC Standards, and PTC Software Development Lifecycle documentation.
Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
Lead and participate in project team activities for system work efforts related to enterprise systems.
Work independently to accomplish the tasks and duties assigned.
Adhere to and follow all PTC standards, policies, and procedures.
Utilize various software and/or technology tools to perform job duties.
Perform tasks and other duties as assigned by the PTC.
Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the PTC. This documentation shall follow the format and / or templates as instructed by the PTC.
Minimum Experience
5+ years experience in developing and configuring business applications within the MS Dynamics 365 CE CRM landscape.
Deep understanding of Dynamics 365 CE capabilities including Dynamics 365 Customer Service, including customization, configuration, and user management.
Strong knowledge of Contact Center applications (e.g., Telephony & IVR based solutions), self-service web portals, and native mobile applications.
Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering at least 2 Dynamics CE implementation projects for high volume contact centers.
3+ experience configuring Dynamics 365 Customer Service functionality including Omnichannel, Unified Routing, etc.
Hands-on experience with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.
Familiarity with Agile development methodologies.
Proficient in Microsoft Office 365 suite (Teams, Word, Excel, PowerPoint) and Microsoft ADO Testing Module.
Bachelor s degree in business management or information systems.
This role should have the following certifications:
Dynamics 365 Fundamentals (MB-910).
Microsoft Power Platform + Dynamics 365 Core (MB-200).
Power Platform App Maker Associate (PL-100).
Dynamics 365 Customer Service Functional Consultant Associate (MB-230).
Power Platform Developer Associate (PL-400).
This role should be working towards the following certifications:
Power Platform Functional Consultant Associate (PL-200).
Dynamics 365 + Power Platform Solution Architect Expert (PL-600).
MS Dynamics Fast Track recognized architect.
Microsoft Most Valuable Professional (MVP) recognized.
Soft Skills:
Excellent analytical and problem-solving skills.
Strong communication and interpersonal skills.
Ability to lead and collaborate with cross-functional teams.
Detail-oriented with strong organizational and project management skills.
Additional beneficial skills include:
Enterprise Business Solutions, specifically SAP projects.
ITIL / ITSM practices and methodologies.
Equivalent combination of education and/or experience may be accepted.
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