PTC - CRM Lead

Location: Harrisburg, PA
Salary: $90.00 USD Hourly - $95.00 USD Hourly
Description:
Job Title: Microsoft CE Solution Architect

Location: Harrisburg, PA 17120 Hybrid
Engagement Type: 6+ Months

Job Summary

The Microsoft CE Solution Architect will lead the design, development, and implementation of enterprise-level solutions using Microsoft Dynamics 365 Customer Engagement (D365 CE) and Power Platform. This role demands deep technical expertise, strategic vision, and hands-on experience in integrating advanced technologies such as AI, Machine Learning, and omnichannel communication systems. The architect will guide the Unified Business Operations System (UBOS) project, ensuring alignment with business goals and technical standards.

Key Responsibilities

• Analyze current and desired Microsoft CE applications and configurations.
• Architect and build a delivery roadmap for UBOS and related technologies.
• Lead and mentor a team of CRM and full-stack developers.
• Ensure successful delivery of CRM, portal, and web applications.
• Advise leadership on Microsoft CE trends and capabilities.
• Represent PTC in stakeholder meetings and reports.
• Raise concerns and provide actionable insights to leadership.
• Develop customizations and configurations in Microsoft CE.
• Support integrations with ERP, middleware, payment gateways, and communication systems.
• Lead data migration efforts to Microsoft CRM.
• Maintain productive relationships with stakeholders and vendors.
• Participate in enterprise system project activities.
• Adhere to PTC standards, policies, and procedures.

Minimum Experience

• 10+ years in Microsoft CE application development and implementation.
• 10+ years developing CRM applications using .NET, JavaScript, Python, React, SSIS, and Reporting Services.
• 5+ years as a Microsoft certified FastTrack solution architect.
• 2+ years leveraging Azure AI and Machine Learning for D365 CE applications.
• Delivered 2 FastTrack-certified Business Applications projects.
• Delivered 1 AI-enhanced customer service implementation using Copilot and Azure AI.
• Experience with Dynamics Contact Center deployment and training.
• Proven experience in data migration and ERP integration.
• Implemented high-volume contact center applications with IVR, ChatBOT, and mobile apps.
• Strong understanding of Human-Centered Design.
• Proficient in Microsoft Office 365 and Azure DevOps Testing Module.

Required Skillset

• Certified Microsoft Power Platform or CE FastTrack Solution Architect.
• 10+ years of Microsoft CE development/architecture experience.
• Proven experience with D365 CE, Power Platform, AI, and ML.
• Integration experience with SAP ERP, payment gateways, social media, IVR, ChatBOT, and contact center systems.

Desired Skillset

• Experience with SAP enterprise solutions.
• Familiarity with ITIL/ITSM methodologies.

Certifications / Education

• Bachelor's degree in Business Management or Information Systems (or equivalent experience).
• Microsoft MVP (Business Applications, Customer Experience, Power Apps, or Copilot Studio).
• Azure AI Fundamentals or equivalent AI/ML certifications.
• Microsoft Dynamics certifications.

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Contact:

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