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Sparix Global: MSD 365 Customer Relationship Management (CRM) Lead
Headquarters: Anguilla
URL: http://sparixglobal.com
Experience Required: 10+ Years
Timezone: EST (Approx. 6:30 PM IST to start, 8 hours a day)
Work Mode: Remote
Description of Duties
- Study and understand the PTC's current and desired Microsoft CE application configurations and technologies.
- Coordinate changes and designs to the CBOS and UBOS, plus the PTC's other technologies, ensuring they meet PTC's needs and follow standards and policies.
- Architect and build a roadmap for delivery.
- Assign work and manage/mentor a team of CRM and full-stack developers.
- Ensure successful delivery for the CRM, portal, and web app as part of the UBOS project.
- Advise PTC leadership on current trends in Microsoft CE applications and functionalities.
- Act as a subject matter expert and represent the PTC in meetings and reports with stakeholders.
- Raise concerns and potential issues to PTC leadership with sufficient detail for decision-making.
- Architect and develop Microsoft CE customizations and configurations to meet PTC's functionality needs.
- Support integrations with middleware, ERP systems, payment gateways, phone systems, etc., which are part of the UBOS ecosystem.
- Act as an expert for Data Migration to Microsoft CRM.
- Fully document all created work, including technical and functional designs, diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices.
- 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/or technology tools to perform job duties.
- Perform other tasks and duties as assigned by the PTC.
Minimum Experience
- 10 years of Microsoft CE application software systems implementation experience.
- 10 years of experience developing CRM applications using .Net, JavaScript, Python, React, SSIS, and Reporting Services.
- 5 years as a Microsoft certified FastTrack solution architect for business applications.
- 2 years of experience leveraging Azure AI services and Machine Learning for developing Microsoft D365 CE business applications.
- Delivered 2 projects as a certified FastTrack project for Business Applications.
- Delivered 1 successful implementation leveraging AI technologies to enhance customer service operations, including development of AI-driven chatbots, virtual assistants, and leveraging Copilot and Azure AI for Microsoft Dynamics CRM.
- Hands-on experience with Dynamics Contact Center solution deployment, including managing and optimizing communication processes.
- Conducted training sessions on AI tools and Dynamics Contact Center features.
- Proven implementation experience in Data Migration to Microsoft CRM from non-COTs account management systems.
- Proven implementation experience in developing integrations with ERP systems and data repositories.
- Implemented high-volume contact center applications, including CRM, Portal, and Mobile Apps for customer service, Natural Language IVR, and ChatBOT functions.
- Strong understanding of Human Centered Design Approach for product development.
- Proficient in the Microsoft Office 365 suite (Teams, Word, Excel, PowerPoint).
- Proficient in the Microsoft ADO Testing Module.
- Equivalent combination of education and/or experience may be accepted.
Required Skillset
- Certified Microsoft Power Platform or Customer Engagement Fast Track Solution Architect.
- At least 10 years of expertise in Microsoft CE application development as a lead developer and/or architect.
- Strong technical experience in developing and deploying solutions using D365 CE and Power Platform, leveraging AI and Machine Learning.
- Integration experience in an event-driven de-coupled architecture, including SAP ERP (pricing, billing, financial), payment gateways (digital wallets, P2P), social media, Natural Language IVR, ChatBOT, and contact center systems.
Desired Skillset
- Enterprise Business Solutions, specifically SAP projects.
- ITIL / ITSM practices and methodologies.
Certifications / Education
- Bachelor's degree in business management or information systems (or equivalent experience).
- Microsoft MVP for Business Applications (Customer Experience, Power Apps, or Copilot Studio).
- 5+ years as a Microsoft-certified solution architect for business applications.
- Azure AI Fundamentals certification or similar AI/Machine Learning certifications.
- Microsoft Dynamics-related certifications.
Application Requirements
When submitting your profile, please include your updated LinkedIn ID and the following skill matrix table:
| # | Technology / Skill Area | Candidate Experience (Years) | Self Rating (Out of 10) |
|---|---|---|---|
| 1 | Overall Years of Experience | ||
| 2 | Relevant Experience | ||
| 3 | Microsoft Dynamics 365 CE / Microsoft CE | /10 | |
| 4 | D365 CE Application Development / Architecture | /10 | |
| 5 | Microsoft Power Platform | /10 | |
| 6 | FastTrack Solution Architect – Business Apps | /10 | |
| 7 | .NET Development | /10 | |
| 8 | JavaScript | /10 | |
| 9 | Python | /10 | |
| 10 | React | /10 | |
| 11 | SSIS | /10 | |
| 12 | SSRS / Reporting Services | /10 | |
| 13 | Azure AI Services / Machine Learning | /10 | |
| 14 | Copilot / AI-driven Chatbots / Virtual Assistants | /10 | |
| 15 | Dynamics 365 Contact Centre | /10 | |
| 16 | Data Migration to Microsoft CRM | /10 | |
| 17 | ERP Integration / SAP ERP | /10 |
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