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.
Engagement Requirements
Candidate s location is preferred to be within the Continental United States.
The work location will be virtual/remote until further notice. When required to be onsite, the work location will be at either PTC s Central Administration Building located at 700 South Eisenhower Boulevard in Middletown, PA, or PTC s Turnpike Industrial Park location located at 2850 Turnpike Industrial Drive, Middletown, PA.
The resource shall attend onsite meetings at one of the PTC Middletown PA locations for 1 week per month based on the schedule set by the PTC.
In-person interviews or work sessions with stakeholders will be conducted at the PTC facilities in Middletown, PA.
The resource may be required to provide onsite post go-live support activities at one of the PTC Middletown PA locations. This includes one or more one-to-two week tours of duty onsite on a rotating basis with other team members. The post go-live support period is planned for the six months beginning immediately after the UBOS is live with active customers.
The resource shall attend an orientation session onsite at one of the PTC s Middletown, PA offices. The resource shall be onsite for the full day of this orientation where they will pick up any assigned PTC Equipment, by the resource. Equipment will not be shipped and cannot be pick up by anyone other than the selected resource. Travel costs associated with picking up this equipment plus the orientation day will not be reimbursed.
If the resource is based within a 3-hour commuting distance of the PTC s Middletown PA offices, then no additional compensation for any travel is allowed. The rate is inclusive of any travel costs.
If travel expenses are authorized, then the travel expenses submitted for reimbursement must adhere to federal GSA guidelines governing hotel, mileage, and meals per diem rates, and must include appropriate expense documentation (receipts). GSA Guidelines are available at: ;/p>
The vendor must arrange for workspace for its project team. The PTC will provide meeting space; however, it does not plan to house the project team on a daily basis unless this statement of work states otherwise.
Remote connectivity: computer equipment and access to required administrative services and facilities will be provided to vendor resources as required. Computer equipment for use while engaged with the Turnpike may include a laptop, iPad or other tablet device, laptop bag, monitors, wireless keyboard, mouse, or other equipment as required to perform job functions. When an engagement ends, all equipment issued to the vendor resources must be returned to the PTC within 2 weeks of the resources being offboarded. All equipment shall be returned to the PTC in good working condition. The Prime Contractor will be invoiced for any unreturned equipment or equipment damaged beyond reasonable wear and tear.
Vendors are responsible for providing complete and accurate information and correctly completed forms for on-boarding resources. The vendor should allow a minimum of five to seven business days to fully on-board new resources. Vendor resources must:
o Complete the consultant onboarding spreadsheet provided by the PTC.
o Sign the PTC s Acceptable Use of Commission Technology Resources (Policy 8.01) and the Non-Revenue Card Application Use Agreement for door access.
o Provide a contact phone number and a current professional photo.
o Must provide a copy of the results of a Pennsylvania Access to Criminal History Record Check Certification (ePATCH) of the selected candidate dated after the release date of the Statement of Work.
o Provide a copy of the results of a National Criminal Check.
o If vendor resources will manage or access PTC systems and/or data for the Commission, they must sign a non-disclosure agreement (NDA), which must also be approved and signable by their PTC supervisor.
The PTC IT Department has established the following guidelines while working virtually and the vendor resource is expected to follow them:
o Use cameras during meetings.
o Maintain a professional appearance when in meetings and on camera.
o Resources must be available to come to the PTC work location within 3 hours in case of an emergency.
o The vendor-provided resource is expected to be on-site as needed for planned implementations or system issues (when required) with advance notice given when possible.
Skills:
Experience in developing and configuring business applications within the MS Dynamics 365 CE CRM landscape Required 5 Years
Experience configuring Dynamics 365 Customer Service functionality including Omnichannel, Unified Routing, etc.Required 3 Years
Deep understanding of Dynamics 365 CE capabilities including Dynamics 365 Customer Service, including customization, configuration and user management Required
Strong knowledge of Contact Center applications (e.g., Telephony & IVR based solutions), self-service web portals, and native mobile applications. Required
Adv. knowledge of Dynamics 365 CE functionalities and successful delivery of 2+ Dynamics CE implementations for high volume contact centers.Required
Hands-on experience with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.Required
Familiarity with Agile development methodologies.Required
Proficient in Microsoft Office 365 suite (Teams, Word, Excel, PowerPoint) and Microsoft ADO Testing Module.Required
Bachelor s degree in business management or information systems.Required
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