Development and Integration Lead – CRM Modernization

Logistics Management Institute•Baltimore, MD

About The Position

LMI is seeking an experienced Senior Development and Integration Lead to own the technical delivery for a major CRM modernization program migrating from Oracle Siebel CRM to Microsoft Dynamics 365 (Customer Service/Case Management) and implementing an integrated contact center experience leveraging Genesys Cloud CX. This role leads the design, build, and rollout of the end-to-end solution, including data migration, systems integration with Medicare/CMS platforms, agent desktop/CTI integration, and DevSecOps practices aligned with federal security and compliance requirements. LMI is a new breed of digital solutions provider dedicated to accelerating government impact with innovation and speed. Investing in technology and prototypes ahead of need, LMI brings commercial-grade platforms and mission-ready AI to federal agencies at commercial speed. Leveraging our mission-ready technology and solutions, proven expertise in federal deployment, and strategic relationships, we enhance outcomes for the government, efficiently and effectively. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors—helping agencies navigate complexity and outpace change. Headquartered in Tysons, Virginia, LMI is committed to delivering impactful results that strengthen missions and drive lasting value

Requirements

10+ years in software engineering with 3+ years leading development teams on enterprise CRM/contact center programs.
Demonstrated experience migrating from a legacy CRM (Siebel strongly preferred) to Microsoft Dynamics 365 / Dataverse.
Strong hands-on expertise with Dynamics 365 Customer Service (case management, workflows, plugins, web resources, security model).
Experience with Power Platform (Power Automate, Power Apps, Dataverse extensibility).
Experience with Azure integration (Functions, Logic Apps, API Management, Service Bus/Event Grid) or equivalent integration stack.
Experience integrating contact center platforms with CRMs; Genesys Cloud CX preferred (APIs, events, desktop integration, interaction/case logging).
Solid understanding of integration architecture, data migration, and enterprise identity (SSO/OAuth2/OIDC/SAML), with secure API patterns.
Agile delivery experience (Scrum/SAFe), including backlog refinement, sprint planning, estimation, and dependency management.

Nice To Haves

Prior experience delivering solutions within CMS/Medicare or similar federal health programs.
Experience with omnichannel case workflows, knowledge management, agent assist, or conversational AI in a regulated environment.
Familiarity with testing frameworks, performance testing, and observability platforms (APM/log analytics).
Experience with FedRAMP-authorized cloud services, Authority to Operate (ATO) processes, and security documentation support.

Responsibilities

Lead a cross-functional engineering team delivering the Dynamics 365 CRM replacement for Siebel, including configuration and custom development across Dynamics 365, Dataverse, and Power Platform.
Own solution architecture for CRM and contact center workflows (case intake, triage, routing, knowledge, escalation, wrap-up, dispositioning, QA).
Drive technical decision-making, coding standards, code reviews, branching strategy, and release governance across environments (DEV/TEST/UAT/PROD).
Partner with Product Owners, architects, security, and operations to translate requirements into implementable user stories, technical designs, and acceptance criteria.
Lead analysis of Siebel functionality and data (entities, relationships, business components, scripts/workflows, integrations) and map to Dynamics/Dataverse equivalents.
Design and execute data migration strategy (profiling, cleansing, deduplication, mapping, transformation, cutover planning, reconciliation, and auditability).
Coordinate incremental migration and parallel-run strategies to reduce operational disruption and support phased rollout.
Deliver a seamless agent experience integrating Genesys Cloud CX with Dynamics 365 (screen-pop, click-to-dial, interaction logging, activity/case creation, wrap-up codes, notes, and optional summaries).
Implement secure API-based integrations and event-driven patterns for real-time interaction context sharing between Genesys and Dynamics.
Collaborate with contact center teams on routing, queues, skills, and workflow orchestration that relies on CRM data and business rules.
Lead integration design and implementation between Dynamics and CMS/Medicare enterprise platforms (eligibility/enrollment, claims, correspondence, identity/verification, reporting/analytics).
Establish integration patterns and standards (API-first, secure messaging, batch/ETL where required), including error handling, retry, observability, and data lineage.
Ensure data exchanges support applicable standards where needed (REST/JSON, SOAP, EDI/X12, FHIR where applicable to the interface), with strong validation and traceability.
Implement CI/CD pipelines, automated testing (unit/integration/regression), static code scanning, secrets management, and environment promotion controls.
Enforce non-functional requirements: performance, availability, disaster recovery, logging/monitoring, and operational readiness.
Ensure alignment with federal security expectations (NIST 800-53/FISMA, CMS security policies, HIPAA/PII handling), including secure coding practices and least-privilege access.