Customer Relationship Management (CRM) Lead

Description of Duties

• Study and understand the current and desired Microsoft Dynamics 365 Customer Engagement (CE) application, configurations, and technologies.
• Coordinate changes and designs for the CBOS, UBOS, and other enterprise technologies, ensuring they meet business requirements and comply with established standards and policies.
• Architect and develop a comprehensive roadmap for solution delivery.
• Assign work to, manage, and mentor a team of CRM and full-stack developers.
• Ensure successful delivery of the CRM, portal, and web application components of the UBOS project.
• Advise organizational leadership on current trends, capabilities, and best practices related to Microsoft Dynamics 365 CE applications and functionality.
• Serve as a subject matter expert and represent the organization in meetings, presentations, and reports with stakeholders.
• Identify and communicate concerns, risks, and potential issues to leadership with sufficient detail to support informed decision-making.
• Architect and develop Microsoft Dynamics 365 CE customizations and configurations to meet functional and technical requirements.
• Support integrations with middleware, ERP systems, payment gateways, phone systems, and other technologies within the UBOS ecosystem.
• Serve as a technical expert for data migration to Microsoft Dynamics 365 CRM.
• Fully document all work associated with this position, including technical and functional designs, architecture diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices, and other documentation as required. Documentation must follow established organizational formats and templates.
• Develop and maintain productive working relationships with technology staff, business owners, project sponsors, vendors, and key clients.
• Lead and participate in project team activities related to enterprise system development, implementation, integration, and support.
• Work independently to accomplish assigned tasks and responsibilities while effectively managing priorities and deliverables.
• Adhere to and follow all applicable organizational standards, policies, procedures, and technology governance requirements.
• Utilize appropriate software applications, development tools, and technology platforms to perform assigned job duties.
• Perform other tasks and duties related to this position and role as assigned.

Minimum Experience

· 10 years of Microsoft CE application software systems implementation experience.

· 10 years of experience developing CRM applications using .Net, JavaScript, Python, React, SSIS, Reporting Services.

· 5 years as a Microsoft certified FastTrack solution architect for business applications.

· 2 years of experience leveraging Azure AI services and Machine Learning for developing Microsoft D365 CE business applications.

· Delivered 2 projects as a certified FastTrack project for Business Applications.

· Delivered 1 successful implementations leveraging AI technologies to enhance customer service operations, including Development and implementation of AI-driven chatbots and virtual assistants, Leveraging Copilot and Azure AI for Microsoft Dynamics CRM solution deployment.

· Hands-on experience with Dynamics Contact Center solution deployment, including ability to manage and optimize communication processes, improving efficiency and customer satisfaction.

· Conducted training sessions on AI tools and Dynamics Contact Center features, ensuring team members are proficient and up-to-date with the latest technologies.

· Proven implementation experience in Data Migration to Microsoft CRM from other non-COTs account management systems.

· Proven implementation experience in developing integrations with ERP systems and data repositories.

· Implemented high-volume contact center applications, including CRM, Portal, and Mobile Apps for customer service, Natural Language Interactive Voice Response (IVR), ChatBOT functions enabled.

· Strong understanding of Human Centered Design Approach for product development

· Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint.

· Proficient in the Microsoft ADO Testing Module.

· Equivalent combination of education and/or experience may be accepted.

Required Skillset

· The ideal candidate will be a certified Microsoft Power Platform or Customer Engagement Fast Track Solution Architect.

· Must have at least 10 years of expertise in Microsoft CE application development as a lead developer and/or architect.

· Strong proven technical experience in developing and deploying multiple cutting-edge technology solutions using D365 CE and Power Platform and leveraging AI and Machine Learning to build business applications to streamline customer experience.

· Integration experience in an event driven de-coupled architecture, with SAP ERP for pricing, billing, and financial integrations, with payment gateways for real-time payment processing including digital wallets and peer-to-peer payment methods, with social media, Natural Language IVR, ChatBOT, and contact center systems in an omnichannel environment.

Desired Skillset

· Additional beneficial skills include:

o Enterprise Business Solutions, specifically SAP projects.

o ITIL / ITSM practices and methodologies.

Certifications / Education

· Bachelor’s degree in business management or information systems. Equivalent combination of education and/or experience may be accepted.

· Microsoft MVP for award category of Business Applications and technology area of Customer Experience, and/or Power Apps, and/or CoPilot Studio.

· 5+ years as a Microsoft certified solution architect for business applications.

· Azure AI Fundamentals certification or similar AI or Machine Learning certifications.

· Microsoft Dynamics related Certifications.

Equivalent combination of education and/or experience may be accepted