Customer Relationship Management (CRM) Lead

Description of Duties

·Study and understand the PTC’s current, plus desired, Microsoft CE application, configurations, and technologies.

· Coordinate changes and designs to the CBOS and UBOS, plus the PTC’s other technologies, ensuring they meet PTC’s needs and follow standards and policies.

·       Architect and build a roadmap for delivery.

·       Assign work and manage and mentor a team of CRM and full stack developers.

·       Ensure successful delivery for the CRM, portal, and web app as part of the UBOS project.

·       Advise PTC leadership on current trends in Microsoft CE applications and functionalities.

·       Act as a subject matter expert and represent the PTC in meetings and reports with stakeholders.

·       Raise concerns and potential issues to PTC leadership with sufficient detail for decision-making.

·    Architect, and Develop Microsoft CE customizations and configurations to meet PTC’s functionality needs.

·  Support integrations with middleware, ERP systems, payment gateways, phone systems, etc., which are part of the UBOS ecosystem.

·       Act as an expert for Data Migration to Microsoft CRM.

·  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.

· Develop and maintain productive working relationships 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 related to this position and role and assigned by the PTC.

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.