CRM Lead - MS Dynamics 365

Role Overview :

CRM Lead will oversee the development and implementation of Microsoft Customer Engagement (CE) applications. This role involves managing a team, ensuring project delivery, and advising leadership on technology trends.

Responsibilities :

- Understand and enhance Microsoft CE applications and technologies.

- Coordinate changes and designs to meet organizational needs.

- Develop a roadmap for project delivery.

- Manage and mentor a team of developers.

- Ensure successful delivery of CRM and web applications.

- Advise on Microsoft CE trends and functionalities.

- Document all work, including designs and test plans.

- Build relationships with technology staff and stakeholders.

- Participate in project team activities and adhere to standards.

Primary Skills :

- D365 CE and Power Platform expertise

- AI and Machine Learning knowledge

- Integration with SAP ERP and payment processing systems

- Microsoft certified solution architect

- Data migration to Microsoft CRM

Secondary Skills :

- ITIL / ITSM practices

- Dynamics Contact Center deployment

- Natural Language IVR and ChatBOT development

- Microsoft Office 365 proficiency

- Microsoft ADO Testing Module

Power Skills :

- Stakeholder management

- Strong communication

- Problem-solving abilities

- Team collaboration

- Project management

- Adaptability

Relevant Experiences required :

- 10 years developing CRM applications using .Net, JavaScript, Python, React

- 5 years as a Microsoft certified FastTrack solution architect

- 2 years using Azure AI services and Machine Learning for D365 CE

- Experience delivering projects with AI technologies for customer service

- Proven data migration experience to Microsoft CRM

- Experience with high-volume contact center applications and integrations