Customer Relationship Management (CRM) Functional Lead

Description of Duties

·Assist with defining 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.

· 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 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 Commission.  This documentation shall follow the format and / or templates as instructed by the Commission.

· 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 The Commission 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 Commission.

Minimum Experience/Skillset

· Minimum of 7 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 as a CE Data Engineer in at least 2 implementation projects where at least 10 million customer accounts and at least 1 billion transactions were migrated.

· Experience in migrating 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.

· 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.

·  Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.

Desired Skillset

·       Experience in the tolling or transportation industry is highly desirable.

·       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.

·       Additional beneficial skills include:

o   Enterprise Business Solutions, specifically SAP projects.

o   ITIL / ITSM practices and methodologies.

Certifications / Education

·  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).

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