Core Responsibilities:

- Project Planning and Execution: Develop comprehensive project plans, define the project scope, goals, and deliverables in collaboration with stakeholders, and manage resources, timelines, and budgets.

- Stakeholder and Client Management: Act as the primary point of contact for clients and stakeholders, manage expectations, communicate project progress, risks, and issues, and ensure client satisfaction.

- Team Coordination and Leadership: Lead and coordinate cross-functional teams, including D365 consultants, developers, and business analysts, providing guidance and ensuring adherence to quality standards and best practices.

- Requirements Analysis and Solution Alignment: Collaborate with stakeholders to gather and analyze business requirements, ensuring the technical team translates these into an effective D365 solution architecture and design.

- Risk and Issue Management: Proactively identify, assess, document, and mitigate potential project risks and issues, implementing corrective actions when necessary to keep the project on track.

- Quality Assurance and Testing: Oversee testing cycles (SIT/UAT), data migration, and integration activities, ensuring the implemented solution meets quality standards and business objectives.

- Change Management and Training: Guide stakeholders and end-users through the change management process, assisting with comprehensive user training programs and communication initiatives to drive user adoption.

- Governance and Documentation: Establish project governance, run steering committee meetings, and maintain all project documentation, including risk logs, issue logs, and change requests.

Minimum Qualifications:

1. Experience:

- Proven experience (typically 5-10+ years) in IT project management, specifically managing end-to-end Microsoft Dynamics 365 or similar CRM/ERP implementation projects.

- Strong functional and/or technical knowledge of Microsoft Dynamics 365 Customer Service (Customer Engagement) and Power Platform (Power Apps, Power Automate, Dataverse).

- Experience with contact center technologies (e.g., voice, SMS, chatbots, Omnichannel for Customer Service) is highly desirable.

- Experience in managing data migration, integrations with other systems (e.g., Azure services), and custom development.

2. Skills & Certifications:

- Proficiency in project management methodologies (e.g., Agile, Waterfall, Scrum, Microsoft's Sure Step or Success by Design guidance).

- Project Management Professional (PMP certification from PMI) or other relevant certifications (PRINCE2, Agile Scrum Master) are highly desirable.

- Excellent leadership, communication, negotiation, and stakeholder management skills.

- Strong analytical thinking, problem-solving abilities, and organizational skills.

- Proficiency with project management software tools like Microsoft Project and Azure DevOps.

3. Education:

- A Bachelor's Degree in Computer Science, Information Technology, Business Administration, or a related field is typically required. A Master's degree is a plus.