Senior CRM Lead

The resource may be required to provide onsite post go-live support activities at one of the Middletown PA locations. This includes one or more one-to-two-week tours of duty onsite on a rotating basis with other team members. The post go-live support period is planned for the six months beginning immediately after the UBOS is "live" with active customers.• Study and understand the current, plus 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 needs and follow standards and policies.• Architect and build a roadmap for delivery.• Assign work and manage and 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 leadership on current trends in Microsoft CE applications and functionalities.• Act as a subject matter expert and represent the in meetings and reports with stakeholders.• Raise concerns and potential issues to 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 associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation This documentation shall follow the format and / or templates as instructed• 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 the tasks and duties assigned.• Adhere to and follow all standards, policies, and procedures.• Utilize various software and/or technology tools to perform job duties.Expertise in Microsoft CE application development as a lead developer and/or architect. Required 10Microsoft certified solution architect for business applications. Required 5Certified Microsoft Power Platform or Customer Engagement Fast Track Solution Architect. RequiredStrong experience develop/deploy solutions using D365 CE and Power Platform. Leveraging AI & Machine Learning to build business applications RequiredIntegration experience in an event driven de-coupled architecture, with SAP ERP for pricing, billing, and financial integrations, with payment gateway RequiredPayment processing including digital wallets, peer-to-peer payment methods, w/ social media, Natural Language IVR, ChatBOT and contact center systems RequiredMicrosoft MVP for award category of Business Applications and technology area of Customer Experience, and/or Power Apps, and/or CoPilot Studio. RequiredAzure AI Fundamentals certification or similar AI or Machine Learning certifications. RequiredMicrosoft Dynamics related Certifications. RequiredBachelor's degree in business management or information systems. Equivalent combination of education and/or experience may be accepted. RequiredEnterprise Business Solutions, specifically SAP projects. DesiredITIL / ITSM practices and methodologies. Desired10 years of Microsoft CE application software systems implementation experience. Required 1010 years of experience developing CRM applications using .Net, JavaScript, Python, React, SSIS, Reporting Services. Required 105 years as a Microsoft certified FastTrack solution architect for business applications. Required 52 years of experience leveraging Azure AI services and Machine Learning for developing Microsoft D365 CE business applications. Required 2Delivered 2 projects as a certified FastTrack project for Business Applications. RequiredDelivered 1 successful implementations leveraging AI technologies to enhance customer service operations, including Development and implementation of AI-driven chatbots and virtual assistants, Leveraging Copilot and Azure AI for Microsoft Dynamics CRM solution deployment. RequiredHands-on experience with Dynamics Contact Center solution deployment, including ability to manage and optimize communication processes, improving efficiency and customer satisfaction. RequiredConducted training sessions on AI tools and Dynamics Contact Center features, ensuring team members are proficient and up-to-date with the latest technologies. RequiredProven implementation experience in Data Migration to Microsoft CRM from other non-COTs account management systems.RequiredProven implementation experience in developing integrations with ERP systems and data repositories. RequiredImplemented high-volume contact center applications, including CRM, Portal, and Mobile Apps for customer service, Natural Language Interactive Voice Response (IVR), ChatBOT functions enabled. RequiredStrong understanding of Human Centered Design Approach for product development RequiredProficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint. RequiredProficient in the Microsoft ADO Testing Module. Required