Customer Relationship Management (CRM) Lead
About The Position
Data-Core Systems, Inc. is seeking a Customer Relationship Management (CRM) Lead for its Consulting team. The role supports a client in the roadway systems sector that is implementing a digital transformation solution based on SAP BRIM and Microsoft Dynamics CE. The CRM Lead will contribute to the design, development, and implementation of complex applications, provide technical expertise and systems design for initiatives, and work with other subject matter expert consultants. The CRM Lead will guide the client's Microsoft CE application and related technologies, architect a delivery roadmap, manage and mentor CRM and full-stack developers, and ensure successful delivery of CRM, portal, and web applications within the UBOS project. The role also covers Microsoft CE customizations and configurations, integration support, data migration expertise, stakeholder representation, and comprehensive project documentation. The position requires adherence to the client's standards, policies, procedures, and documentation templates.
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 to develop Microsoft D365 CE business applications.
- Delivered two projects as a certified FastTrack project for Business Applications.
- Delivered one successful AI-enhanced customer service implementation, including AI-driven chatbots and virtual assistants using Copilot and Azure AI for Microsoft Dynamics CRM solution deployment.
- Hands-on experience deploying Dynamics Contact Center solutions, including managing and optimizing communication processes to improve efficiency and customer satisfaction.
- Conducted training on AI tools and Dynamics Contact Center features.
- Implementation experience migrating data to Microsoft CRM from other non-COTS account management systems.
- Implementation experience developing integrations with ERP systems and data repositories.
- Implemented high-volume contact center applications, including CRM, portal, and mobile apps for customer service, with Natural Language Interactive Voice Response (IVR) and chatbot functions enabled.
- Strong understanding of the Human Centered Design Approach for product development.
- Proficiency 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 in the Business Applications award category and Customer Experience, Power Apps, and/or Copilot Studio technology areas.
- 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.
Responsibilities
- Study and understand the client's current and desired Microsoft CE application, configurations, and technologies.
- Coordinate changes and designs to CBOS, UBOS, and the client's other technologies to meet client needs and follow standards and policies.
- Architect and build a delivery roadmap.
- Assign work to, manage, and mentor a team of CRM and full-stack developers.
- Ensure successful delivery of CRM, portal, and web applications as part of the UBOS project.
- Advise client leadership on trends in Microsoft CE applications and functionalities.
- Serve as a subject matter expert and represent the client in stakeholder meetings and reports.
- Raise concerns and potential issues with sufficient detail to support leadership decision-making.
- Architect and develop Microsoft CE customizations and configurations to meet functionality needs.
- Support integrations with middleware, ERP systems, payment gateways, phone systems, and other components of the UBOS ecosystem.
- Act as an expert in data migration to Microsoft CRM.
- Document work, including technical and functional designs and diagrams, test plans and scripts, impact analysis reports, lessons learned, best practices, and other documentation required by the client, using its required formats or templates.
- Follow client standards, policies, and procedures.
- Perform other tasks and duties related to the position as assigned by the client.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
