Our client is a roadway system, and as a part of their digital transformation, they are implementing a solution based on SAP BRIM & Microsoft Dynamics CE.
Data-Core Systems Inc. is seeking a Customer Relationship Management (CRM) Functional Lead to be a part of our Consulting team. You will participate and effectively contribute to the design, development, and implementation of complex applications, often using new technologies. You will provide technical expertise and systems design for individual initiatives. You will have the opportunity to work with other SME consultants from our existing team.
Roles & Responsibilities:
- Assist with defining functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system.
- Work closely with, and be a member of, the team led by the Technical Architect, to understand business requirements, design effective solutions, and ensure user adoption.
- Conduct a comprehensive business analysis to understand customer service processes and requirements.
- Design functional solutions leveraging 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.
- Configure Dynamics 365 CE applications to meet specific business requirements, with a particular emphasis on configuration, by the technical lead and developers.
- Support definition of functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, back-office systems (e.g., ERP), and payment gateways.
- Ensure seamless functional integration and data flow across systems.
- Support, develop, and deliver training programs for end-users to ensure effective use of Dynamics 365 CE solutions.
- Promote user adoption through effective change management and support.
- Provide ongoing functional support and optimization for Dynamics 365 CE solutions.
- Manage functional aspects of large-scale projects, including requirement gathering, solution design, and testing.
- Lead the definition of functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system.
Required Skills & Experience:
- Minimum of 7 years of experience in Dynamics 365 CE (Customer Service module) functional implementation.
- 5+ years' experience in business analysis, requirements gathering, and functional solution design.
- Experience in managing and delivering Dynamics 365 CE projects with complex integrations.
- Experience as a CE Data Engineer in at least 2 implementation projects where at least 10 million customer accounts and at least 1 billion transactions were migrated.
- Experience in migrating systems where CE was tightly integrated with the financial system, like SAP or other non-Dynamics 365-based ERP systems, in real time.
- Strong knowledge of Contact Center applications (e.g., Telephony & IVR-based solutions) and self-service portals.
- Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering complex projects.
- Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management.
- Strong SQL skills to be able to understand legacy databases and map them to Dynamics.
- Familiarity with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.
- Proficient in the Microsoft Office 365 suite of business software, including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.
Preferred Certifications & Education Qualifications:
- A bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is desired, but not required.
- This role should be working toward at least some of the following certifications:
- Dynamics 365 Customer Service Functional Consultant Associate (MB-230).
- Dynamics 365 Fundamentals (MB-910).
- Dynamics 365 + Power Platform Solution Architect Expert (PL-600).
- Power Platform Functional Consultant Associate (PL-200).
- Microsoft Power Platform + Dynamics 365 Core (MB-200).
- An equivalent combination of education and/or experience may be accepted.
