Customer Engagement Lead
CAI•Middletown, PA
•Hybrid
About The Position
The Customer Engagement Lead partners closely with business stakeholders, IT leadership, and vendors to ensure solutions are scalable, secure, compliant, and aligned with the client modernization and customer centric goals. We are seeking a highly skilled and experienced Customer Engagement Lead to join our IT team. This position will be full-time, hybrid, and is a contract position.
Requirements
- Bachelor’s degree in Information Systems, Business Administration, Computer Science, or a related field
- 7+ years of experience in CRM/Customer Engagement solution delivery
- 3+ years of experience in a functional lead, solution architect, or senior analyst role
- Hands on experience with Customer Engagement/CRM platforms (e.g., Microsoft Dynamics 365 CE or comparable solutions)
- Strong understanding of customer service operations, case management, workflows, and digital engagement
- Excellent communication, facilitation, and stakeholder management skills.
Nice To Haves
- Experience working in government, transportation, tolling, utilities, or large public sector organizations
- Familiarity with Dynamics 365 CE, Power Platform, or low code/no code solutions
- Experience supporting complex system integrations and data governance initiatives
- Knowledge of accessibility, security, and public sector compliance standards.
- Relevant certifications (e.g., Microsoft Dynamics 365 Functional Consultant, Solution Architect, ITIL)
Responsibilities
- Serve as the functional architect and subject matter expert for the Customer Engagement (CE/CRM) platform
- Define and maintain the CE functional architecture, roadmap, and design standards
- Translate business strategies and customer experience goals into scalable CE solution designs
- Ensure alignment between business needs, platform capabilities, and enterprise architecture standards
- Lead requirements elicitation and functional design for CE initiatives across customer service, tolling support, financial interactions, and communications.
- Produce detailed functional specifications, process flows, data models, and configuration designs
- Guide configuration of CE modules (e.g., case management, customer profiles, workflows, omnichannel communications)
- Act as the primary functional liaison between business units, IT teams, and implementation partners
- Facilitate workshops, design sessions, and decision forums with senior stakeholders
- Provide solution governance, design reviews, and change control oversight for CE enhancements
- Ensure accurate customer data management, data quality, and master data alignment
- Support reporting, dashboards, and analytics to improve customer experience and operational performance
- Support system implementations, upgrades, and optimization initiatives.
- Oversee user acceptance testing (UAT), training planning, and production releases
- Evaluate platform effectiveness and recommend enhancements based on usage metrics and stakeholder feedback
- Drive continuous improvement and adoption of best practices across CE capabilities
Benefits
- medical, dental, and vision insurance
- 401k retirement account access
- paid sick leave
- other paid time off as provided by applicable law
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
