Customer Relationship Management (CRM) Lead

Data-Core System, Inc.•Middletown, PA

About The Position

Data-Core Systems, Inc. is seeking a Customer Relationship Management (CRM) Lead to join their Consulting team. This role involves participating in and contributing to the design, development, and implementation of complex applications, often utilizing new technologies. The CRM Lead will provide technical expertise and systems design for individual initiatives and collaborate with other Subject Matter Expert (SME) consultants. The client is a roadway system undergoing a digital transformation, implementing solutions based on SAP BRIM & Microsoft Dynamics CE.

Requirements

10 years of Microsoft CE application software systems implementation experience.
10 years of experience developing CRM applications using .Net, JavaScript, Python, React, SSIS, and Reporting Services.
5 years as a Microsoft-certified FastTrack solution architect for business applications.
2 years of experience leveraging Azure AI services and Machine Learning for developing Microsoft D365 CE business applications.
Delivered 2 projects as a certified FastTrack project for Business Applications.
Delivered 1 successful implementation leveraging AI technologies to enhance customer service operations, including the development and implementation of AI-driven chatbots and virtual assistants, leveraging Copilot and Azure AI for Microsoft Dynamics CRM solution deployment.
Hands-on experience with Dynamics Contact Center solution deployment, including the ability to manage and optimize communication processes, improving efficiency and customer satisfaction.
Conducted training sessions on AI tools and Dynamics Contact Center features, ensuring team members are proficient and up-to-date with the latest technologies.
Proven implementation experience in Data Migration to Microsoft CRM from other non-COTs account management systems.
Proven implementation experience in developing integrations with ERP systems and data repositories.
Implemented high-volume contact center applications, including CRM, Portal, and Mobile Apps for customer service, Natural Language Interactive Voice Response (IVR), and ChatBOT functions enabled.
Strong understanding of the Human Centered Design Approach for product development.
Proficient in the Microsoft ADO Testing Module.

Nice To Haves

Bachelor’s degree in business management or information systems. An equivalent combination of education and/or experience may be accepted.
Microsoft MVP for the award category of Business Applications and technology area of Customer Experience, and/or Power Apps, and/or CoPilot Studio.
5+ years as a Microsoft-certified solution architect for business applications.
Azure AI Fundamentals certification or similar AI or Machine Learning certifications.
Microsoft Dynamics-related Certifications.
An equivalent combination of education and/or experience may be accepted.

Responsibilities

Study and understand the client's current and desired Microsoft CE application, configurations, and technologies.
Coordinate changes and designs to the CBOS and UBOS, plus the client's other technologies, ensuring they meet the client's needs and follow standards and policies.
Architect and build a roadmap for delivery.
Assign work and manage and mentor a team of CRM and full-stack developers.
Ensure successful delivery for the CRM, portal, and web app as part of the UBOS project.
Advise the client's leadership on current trends in Microsoft CE applications and functionalities.
Act as a subject matter expert and represent the client in meetings and reports with stakeholders.
Raise concerns and potential issues to the client's leadership with sufficient detail for decision-making.
Architect and develop Microsoft CE customizations and configurations to meet the client's functionality needs.
Support integrations with middleware, ERP systems, payment gateways, phone systems, etc., which are part of the UBOS ecosystem.
Act as an expert for Data Migration to Microsoft CRM.
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 client. This documentation shall follow the format and/or templates as instructed by the client.
Adhere to and follow all clients' standards, policies, and procedures.
Perform tasks and other duties as related to this position and role, and assigned by the client.