CRM Lead

CRM lead will oversee the development and implementation of Microsoft Customer Engagement (CE) applications. This role involves managing a team, ensuring project delivery, and advising leadership on technology trends. **Responsibilities** - Understand and enhance Microsoft CE applications and technologies. - Coordinate changes and designs to meet organizational needs. - Develop a roadmap for project delivery. - Manage and mentor a team of developers. - Ensure successful delivery of CRM and web applications. - Advise on Microsoft CE trends and functionalities. - Document all work, including designs and test plans. - Build relationships with technology staff and stakeholders. - Participate in project team activities and adhere to standards. **Primary Skills** - Microsoft CE application development - D365 CE and Power Platform expertise - AI and machine learning knowledge - Integration with SAP ERP and payment processing systems - Microsoft Certified Solution Architect - Data migration to Microsoft CRM **Secondary Skills** - Enterprise Business Solutions - ITIL / ITSM practices - Dynamics Contact Center deployment - Natural Language IVR and chatbot development - Microsoft Office 365 proficiency - Microsoft ADO Testing Module **Power Skills** - Leadership and mentoring - Stakeholder management - Strong communication - Problem-solving abilities - Team collaboration - Project management - Adaptability

Relevant experiences required - 10 years of Microsoft CE application implementation experience - 10 years developing CRM applications using .Net, JavaScript, Python, React - 5 years as a Microsoft-certified FastTrack solution architect - 2 years using Azure AI services and Machine Learning for D365 CE - Experience delivering projects with AI technologies for customer service - Proven data migration experience to Microsoft CRM - Experience with high-volume contact center applications and integrations