Customer Relationship Management CRM Functional Data Migration Engineer

Description Of Duties

• Serve as the primary expert for Dynamics Customer Engagement (CE).
• Manage MS Dynamics aspects of projects, including requirements gathering, defining overall architecture for high performance, integrating with non-Dynamics
  
  

• Lead the design, configuration, and deployment of Dynamics 365 CE solutions.
• Lead the CRM team and the functional and technical implementation and optimization of Dynamics 365 CE solutions.
• Conduct comprehensive business analysis to understand customer service processes and requirements.
• Design functional solutions that leverage Dynamics 365 CE capabilities, integrating with contact center applications, and self-service portals.
• Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.
• Support the definition of requirements for integrating Dynamics 365 CE with contact center applications, self-service portals, mobile apps, back-office systems (e.g.,
  
  

• Design functional solutions that leverage Dynamics 365 CE capabilities, integrating with Contact Center applications and self-service portals.
• Support, develop and deliver training programs for end-users to ensure effective use of Dynamics 365 CE solutions.
• Ensure alignment with business needs, and best practices are met.
• Ensure seamless functional integration and data flow across systems.
• Promote user adoption through effective change management and support.
• Provide ongoing functional support and optimization for Dynamics 365 CE solutions.
• Identify and implement improvements to enhance system functionality and user experience.
• Configure Dynamics 365 CE applications to meet specific business requirements, with a particular emphasis on configuration handled by technical leads and
  
  

• Fully document all work associated with this position, including technical and functional designs, diagrams, test plans, test scripts, impact analysis reports,
  
  

• Develop and maintain productive working relationships with technology staff, business owners, project sponsors, vendors, and key clients.
• Lead and participate in project team activities for system work efforts related to enterprise systems.
• Work independently to accomplish assigned tasks and duties.
• Adhere to and follow all PTC standards, policies, and procedures.
• Utilize various software and technology tools to perform job duties.
• Perform tasks and other duties as related to this position and assigned by the PTC.
  
  

• Minimum of 10 years of experience in Dynamics 365 CE (Customer Service module) functional implementations.
• 7+ years of extensive experience in business analysis, requirement gathering, and functional solution design.
• Advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering complex projects.
• Proven experience in managing and delivering large-scale Dynamics 365 CE projects with complex integrations.
• Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management.
• Strong knowledge of Contact Center applications (e.g., Telephony & IVR-based solutions) and self-service portals.
• Familiarity with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.
  
  

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field is desired but not required.
• Certifications/Recognitions (must have at least one):
• MS Dynamics Fast Track recognized Architect for Biz Apps as part of multiple prior client engagements.
• Microsoft Most Valuable Professional (MVP) recognition.
  
  

• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to lead and collaborate with cross-functional teams.
• Detail-oriented with strong organizational and project management skills.