Customer Relationship Management (CRM) Functional Data Migration Engineer

Description of Duties

·  Serve as the primary expert for Dynamics Customer Engagement (CE).

·   Manage MS Dynamics aspects of projects, including requirements gathering, defining overall architecture for high performance, integrating with non-Dynamics systems, solution design, and testing with support from functional and technical leads.

·  Lead the design, configuration, and deployment of Dynamics 365 CE solutions.

· Lead the CRM team and the functional and technical implementation and optimization of Dynamics 365 CE solutions.

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

·  Design functional solutions that leverage 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.

·   Support the definition of requirements for integrating Dynamics 365 CE with contact center applications, self-service portals, mobile apps, back-office systems (e.g., ERP), and payment gateways.

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

·  Support, develop and deliver training programs for end-users to ensure effective use of Dynamics 365 CE solutions.

·       Ensure alignment with business needs, and best practices are met.

·       Ensure seamless functional integration and data flow across systems.

·       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.

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

·  Fully document all work associated with this position, including technical and functional designs, diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices as directed 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 assigned tasks and duties.

·       Adhere to and follow all PTC standards, policies, and procedures.

·       Utilize various software and technology tools to perform job duties.

·       Perform tasks and other duties as related to this position and assigned by the PTC.

Experience / Knowledge

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

·  7+ years of extensive experience in business analysis, requirement gathering, and functional solution design.

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

· Proven experience in managing and delivering large-scale Dynamics 365 CE projects with complex integrations.

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

·  Strong knowledge of Contact Center applications (e.g., Telephony & IVR-based solutions) and self-service portals.

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

Education

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

·       Certifications/Recognitions (must have at least one):

o   MS Dynamics Fast Track recognized Architect for Biz Apps as part of multiple prior client engagements.

o   Microsoft Most Valuable Professional (MVP) recognition.

Soft Skills:

·       Excellent analytical and problem-solving skills.

·       Strong communication and interpersonal skills.

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

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