Description of Duties

• Analyze and understand the current and target-state Microsoft Customer Engagement (CE) applications, configurations, and technologies.

• Coordinate changes and designs to core business systems, portals, and related technologies, ensuring alignment with organizational needs, standards, and policies.

• Develop and maintain an architectural roadmap for solution delivery.

• Lead, assign tasks to, and mentor a team of CRM and full stack developers.

• Ensure the successful delivery of CRM, portal, and web applications within the scope of enterprise transformation initiatives.

• Provide leadership with strategic guidance on trends and best practices in Microsoft CE and associated technologies.

• Represent the organization as a subject matter expert in stakeholder meetings and reporting sessions.

• Identify and escalate risks or issues with appropriate context for timely decision-making.

• Design and develop Microsoft CE customizations and configurations to meet specific business functionality requirements.

• Support system integrations, including middleware, ERP systems, payment gateways, telephony platforms, and other enterprise services.

• Serve as a subject matter expert for data migration into Microsoft CRM from legacy or non-commercial systems.

• Fully document all work products, including technical/functional designs, diagrams, test plans, scripts, impact assessments, and knowledge-sharing documentation in accordance with organizational standards.

• Build and maintain effective relationships with technical teams, business stakeholders, vendors, and clients.

• Lead and actively participate in project team activities related to enterprise system development and integration.

• Perform independently with minimal supervision, ensuring timely delivery of assigned responsibilities.

• Adhere to established standards, policies, procedures, and governance frameworks.

• Leverage relevant tools and technologies to execute role duties effectively.

• Perform other job-related tasks as assigned.

Minimum Experience

• 10+ years of hands-on experience implementing Microsoft CE application solutions.

• 10+ years of development experience in CRM applications using .NET, JavaScript, Python, React, SSIS, and Reporting Services.

• 5 years as a certified Microsoft FastTrack Solution Architect for Business Applications.

• 2 years of experience utilizing Azure AI services and machine learning for Microsoft Dynamics 365 CE applications.

• Successfully led at least 2 Microsoft-certified FastTrack projects for Business Applications.

• Implemented at least one AI-enabled solution to improve customer service operations, including AI-driven chatbots, Copilot, and Azure AI for Dynamics CRM.

• Experience deploying Dynamics Contact Center solutions, including communications process optimization and customer satisfaction improvement.

• Conducted training on AI tools and Dynamics Contact Center features for technical teams.

• Proven experience migrating data into Microsoft CRM from custom or legacy systems.

• Demonstrated experience in integrating ERP systems and enterprise data repositories.

• Delivered high-volume customer service platforms with integrated CRM, portals, mobile apps, IVR systems, and chatbot functionalities.

• Knowledgeable in Human-Centered Design (HCD) methodology for product and service design.

• Proficient in Microsoft Office 365 tools (Teams, Word, Excel, PowerPoint).

• Proficient with Microsoft Azure DevOps Testing Module.

• Equivalent combinations of education and experience will be considered.

Required Skillset

• Microsoft-certified Power Platform or Customer Engagement FastTrack Solution Architect.

• At least 10 years of experience in Microsoft CE application development and architecture.

• Deep technical expertise in building solutions using D365 CE and Power Platform, including AI and machine learning features.

• Strong experience with integrations in event-driven, decoupled architectures:

  • SAP ERP for pricing, billing, and financial operations.

  • Real-time payment processing systems (digital wallets, peer-to-peer).

  • Social media integrations and omnichannel platforms (ChatBOT, IVR, contact center).

Desired Skillset

• Experience with:

  • SAP and other enterprise business systems.

  • ITIL / ITSM practices and methodologies.

Certifications / Education

• Bachelors degree in business management, information systems, or related field (or equivalent combination of education and experience).

• Microsoft Most Valuable Professional (MVP) in Business Applications, Customer Experience, Power Apps, or CoPilot Studio (preferred).

• 5+ years as a Microsoft-certified Solution Architect for Business Applications.

• Azure AI Fundamentals or similar certifications in AI or machine learning.

• Microsoft Dynamics-related certifications.