Customer Relationship Management (CRM) Lead

Data-Core System, Inc. • Harrisburg, PA

7d

About The Position

Data-Core Systems, Inc. is seeking a Customer Relationship Management (CRM) Lead for its Consulting team. The role supports a roadway system client’s digital transformation, including implementation of a 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 role leads the design and delivery of Microsoft CE customizations and configurations, CRM integrations, and CRM, portal, and web application components of the UBOS project. It also includes leading and mentoring developers, advising client leadership, representing the client in stakeholder meetings, and ensuring that technical and functional work is documented and conforms to client standards, policies, and procedures.

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 2 projects as a certified FastTrack project for Business Applications.
• Delivered 1 successful implementation using AI technologies to enhance customer service operations, including development and implementation of AI-driven chatbots and virtual assistants, leveraging 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 sessions on AI tools and Dynamics Contact Center features.
• Proven implementation experience in data migration to Microsoft CRM from other non-COTS account management systems.
• Proven implementation experience developing integrations with ERP systems and data repositories.
• Experience implementing high-volume contact center applications, including CRM, portal, and mobile apps for customer service, Natural Language Interactive Voice Response (IVR), and chatbot functions.
• 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 in the Business Applications award category and the Customer Experience, Power Apps, and/or Copilot Studio technology area.
• 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 the CBOS and UBOS and the client's other technologies, ensuring they meet client needs and follow standards and policies.
• Architect and build a roadmap for delivery.
• Assign work to, manage, and mentor a team of CRM and full-stack developers.
• Ensure successful delivery of CRM, portal, and web app components as part of the UBOS project.
• Advise client leadership on current trends in Microsoft CE applications and functionalities.
• Act as a subject matter expert and represent the client in stakeholder meetings and reports.
• Raise concerns and potential issues to client leadership with sufficient detail for decision-making.
• Architect and develop Microsoft CE customizations and configurations to meet the client's functional 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 associated with the position, including technical and functional designs and diagrams, test plans and scripts, impact analysis reports, lessons learned, and best practices, using client-directed formats or templates.
• Follow client standards, policies, and procedures.
• Perform other tasks and duties related to the position as assigned by the client.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior