Work Schedule:

The position is responsible for leading the design, architecture, development, implementation, licensing, support, and ongoing improvement of enterprise CRM, AI-enabled development, and web application platforms. This includes current Salesforce ownership, potential future Microsoft Dynamics responsibilities, Zoho ServiceDesk Plus support, and internal and external applications built using .NET frameworks, ReactJS, Angular, and Kentico. The role requires hands-on technical expertise along with the ability to lead and work closely with onsite and offshore engineers, business SMEs, vendors, and other IT teams. The position is responsible for delivering secure, scalable, well-documented, and supportable solutions through disciplined engineering practices, DevOps pipelines, AI coding agents, SDLC standards, and Agile delivery frameworks. In addition to project delivery and operational support, this role provides technical leadership, guides development standards, supports platform modernization, and helps ensure applications are reliable, maintainable, and aligned with organizational priorities.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following.  Other duties may be assigned.

• Lead CRM Platform Architecture, Delivery, and Support for Salesforce and potential future Microsoft Dynamics responsibilities, including solution design, configuration, development, integrations, licensing coordination, production support, enhancements, and platform governance.
• Lead Web Application Architecture, Development, and Modernization using .NET frameworks, ReactJS, Angular, Kentico, APIs, and related technologies for internal and external applications, including new development, enhancements, maintenance, and technical upgrades.
• Lead ITSM Platform Capabilities and Operational Workflows including Zoho ServiceDesk Plus, service request workflows, incident management processes, reporting, integrations, automation opportunities, and continuous operational improvement.
• Design and Support Enterprise Application Integrations across CRM, ITSM, web applications, databases, APIs, middleware, and related business systems to ensure reliable, secure, and supportable connectivity between platforms.
• Provide Technical Leadership to Onsite and Offshore Engineers through solution guidance, design reviews, code reviews, troubleshooting support, task coordination, delivery oversight, and mentoring across assigned platforms and technologies.
• Partner with Business, IT, and Vendor Stakeholders to clarify requirements, evaluate solution options, document needs, coordinate work, and deliver application and platform capabilities aligned with organizational priorities.
• Drive Engineering Standards and Delivery Practices through Agile and SDLC methodologies, DevOps practices, source control, CI/CD pipelines, automated deployments, testing, release management, documentation, and production readiness practices.
• Leverage AI-Enabled Development Practices Responsibly to improve development productivity, code quality, testing, documentation, troubleshooting, and delivery efficiency while following organizational security, compliance, and governance requirements.
• Manage Platform Licensing, Access, and Vendor Coordination including license planning, renewals, utilization review, access management, vendor communication, and related administrative activities for assigned CRM, ITSM, web application, and supporting platforms.
• Ensure Application Reliability, Security, and Supportability by supporting monitoring, troubleshooting, issue resolution, performance review, secure configuration, change control, and maintainable solution design for assigned applications and platforms.
• Maintain Technical Documentation and Development Standards including architecture notes, process documentation, system procedures, installation guides, troubleshooting guides, development standards, and support handoff materials.
• Remain Current on Relevant Technologies and Best Practices across Salesforce, Microsoft Dynamics, Zoho ServiceDesk Plus, Kentico, .NET, ReactJS, Angular, APIs, Azure, DevOps, AI-enabled development, and integration technologies.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor's degree in computer science or information technology, or a minimum of 10 years of relevant experience in the field.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Convey a skilled phone manner for handling internal and external customer’s issues.

Math Ability:

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Ability to work independently; demonstrate initiative and analytical ability; and possess excellent verbal and written communication skills.  Possess strong attention to detail, and highly organized. Demonstrate the ability to work with minimal supervision and direction. Ability to work well in a fast-paced professional office and laboratory environment.

Computer Skills:

• Proficiency with CRM platforms such as Salesforce and Microsoft Dynamics.
• Strong knowledge of full-stack development technologies, including .NET frameworks, ReactJS, Angular, Kentico, APIs, and frontend/backend development concepts.
• Working knowledge of ITSM platforms such as Zoho ServiceDesk Plus.
• Experience with relational databases, SQL, data modeling, performance tuning, security, logging, reporting, and supportability best practices.
• Familiarity with integration technologies, APIs, middleware, and enterprise system connectivity across CRM, ITSM, web applications, databases, and related platforms.
• Experience with SDLC, Agile methodologies, DevOps practices, source control, CI/CD pipelines, automated deployments, release management, quality assurance, testing, documentation, and production support tools.
• Working knowledge of AI-enabled development tools and coding assistants used to support development, code review, testing, troubleshooting, documentation, and productivity.
• Proficiency with Microsoft Office, collaboration tools, documentation tools, and related business productivity applications.

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