CE Functional Lead/Architect

Description of Duties

·Responsible for assisting with the definition of functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system.

· Work closely with, and be a member of, the team led by the Technical Architect, to understand business requirements, design effective solutions, and ensure user adoption.

·  Conduct comprehensive business analysis to understand customer service processes and requirements.

· Translate complex tolling business rules into scalable, compliant CRM configurations and integrations with external systems including payment gateways, call center platforms, LPR systems, and other toll collection technologies.

· Design functional solutions leveraging Dynamics 365 CE capabilities, integrating with Contact Center applications and self-service portals.

· Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.

· Configure Dynamics 365 CE applications to meet specific business requirements, with a particular emphasis on configuration, by the technical lead and developers.

· Support definition of functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, back-office systems (e.g., ERP), and payment gateways.

·  Ensure seamless functional integration and data flow across systems.

· Support, develop, and deliver 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 functional support and optimization for Dynamics 365 CE solutions.

·  Identify and implement improvements to enhance system functionality and user experience.

· Manage functional aspects of large-scale projects, including requirement gathering, solution design, and testing.

· Lead the definition of functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system.

· Fully document all created work, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices as directed by the PTC.

· 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 related to this position and role, as assigned by the PTC.

Desired Skillset

· Minimum of 10 years of experience in Dynamics 365 CE (Customer Service module) functional implementation.  

·  5+ years’ experience in business analysis, requirements gathering, and functional solution design.

·  Experience in managing and delivering Dynamics 365 CE projects with complex integrations.

·  Experience in architecting systems where CE was tightly integrated with the financial system like SAP or other non-Dynamics 365 based ERP system in real time.

· Strong knowledge of Contact Center applications (e.g., Telephony & IVR based solutions) and self-service portals, with proven experience of at least two implementations where the contact center and self service portals where integrated with Dynamics CE and a financial system like SAP or any other ERP.

· Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering complex projects.

· Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management.

·  Strong SQL skills to be able to understand legacy databases and mapping them to Dynamics.

·  Familiarity with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.

·  Experience in tolling or transportation industry is highly desirable but not required.

·  Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field is desired, but not required.

·  This role should be working toward at least some of the following certifications:

o   Dynamics 365 Customer Service Functional Consultant Associate (MB-230).

o   Dynamics 365 Fundamentals (MB-910).

o   Dynamics 365 + Power Platform Solution Architect Expert (PL-600).

o    Power Platform Functional Consultant Associate (PL-200).

o   Microsoft Power Platform + Dynamics 365 Core (MB-200).

·       Soft Skills:

o   Excellent analytical and problem-solving skills.

o   Strong communication and interpersonal skills.

o   Ability to lead and collaborate with cross-functional teams.

o   Detail-oriented with strong organizational and project management skills.