CRM Functional Lead
Pennsylvania
Key Requirements
· 7+ years of hands-on experience implementing Microsoft Dynamics 365 CE (Customer Service).
· 5+ years of experience in business analysis, requirements gathering, and solution design.
· Strong expertise in Dynamics 365 CE configuration, customization, user management, and data migration.
· Experience leading large-scale Dynamics 365 CE implementations with complex integrations.
· Proven experience in data migration projects, including migration of 10M+ customer accounts and 1B+ transactions in at least 2 projects.
· Experience integrating Dynamics 365 CE with SAP/ERP systems, Contact Center solutions, self-service portals, and payment gateways.
· Strong SQL skills for data analysis, mapping, and migration from legacy systems.
· Experience in user training, change management, testing, and production support.
· Excellent communication, leadership, stakeholder management, and problem-solving skills.
· Familiarity with Microsoft ADO/Test Management, Office 365 tools, and Agile project delivery.
· Preferred: Experience in Transportation/Tolling, SAP projects, and ITIL/ITSM environments.
Preferred Certifications: MB-230, MB-910, PL-200, PL-600, MB-200.