Microsoft CE CRM Developer

Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering at least 2 Dynamics CE implementation projects for high volume contact centers.

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.

The resource shall attend an orientation session onsite at one of Middletown, PA offices. The resource shall be onsite 1st day for the full day of this orientation where they will pick up any assigned Equipment. Must be on-site as needed for planned implementations or system issues (when required) with advance notice given when possible.

• Configure and develop Microsoft CE CRM system based on the functional and technical tasks developed as part of an Agile Backlog process.

• Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.

• Work closely with and be a member of a team led to implement solutions as defined.

• Support the Function Lead in defining functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, SAP, and payment gateways.

• Ensure the seamless integration, best in class performance, and efficient data flow across systems.

• Support the development of 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 support and optimization for Dynamics 365 CE solutions.

• Identify and implement improvements to enhance system functionality and user experience.

• Configure Dynamics 365 CE applications to meet specific business requirements.

• Configure Dynamics 365 Customer Service functionality including Channels, Workstreams, Unified Routing, etc. for Omnichannel features.

• Work with technical teams to ensure customizations and integrations are aligned with functional needs.

• Build and work with Continuous Integration and Continuous Delivery Pipelines and operate within Application Lifecycle Management best practices, Standards, and PTC Software Development Lifecycle documentation.

• Develop and maintain a productive working relationship 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.

• Perform tasks and other duties as assigned

Soft Skills:

• Excellent analytical and problem-solving skills.

• Strong communication and interpersonal skills.

• Ability to lead and collaborate with cross-functional teams.

• Detail-oriented with strong organizational and project management skills.

• Additional beneficial skills include:

• Enterprise Business Solutions, specifically SAP projects.

• ITIL / ITSM practices and methodologies.

• Equivalent combination of education and/or experience may be accepted.

Experience in developing and configuring business applications within the MS Dynamics 365 CE CRM landscape

Required

5

Experience configuring Dynamics 365 Customer Service functionality including Omnichannel, Unified Routing, etc.

Required

3

Deep understanding of Dynamics 365 CE capabilities including Dynamics 365 Customer Service, including customization, configuration and user management

Required

Strong knowledge of Contact Center applications (e.g., Telephony & IVR based solutions), self-service web portals, and native mobile applications.

Required

Adv. knowledge of Dynamics 365 CE functionalities and successful delivery of 2+ Dynamics CE implementations for high volume contact centers.

Required

Hands-on experience with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.

Required

Familiarity with Agile development methodologies.

Required

Proficient in Microsoft Office 365 suite (Teams, Word, Excel, PowerPoint) and Microsoft ADO Testing Module.

Required

Bachelor's degree in business management or information systems.

Required

SEE JOB DESCRIPTION FOR REQUIRED CERTIFICATIONS: List each one:

Dynamics 365 Fundamentals (MB-910).

Microsoft Power Platform + Dynamics 365 Core (MB-200).

Power Platform App Maker Associate (PL-100).

Dynamics 365 Customer Service Functional Consultant Associate (MB-230).

Power Platform Developer Associate (PL-400).

Required

Which Certification are you working towards: Power Platform Functional Consultant Associate (PL-200).

Dynamics 365 + Power Platform Solution Architect Expert (PL-600).

MS Dynamics Fast Track recognized architect.

Microsoft Most Valuable Professional (MVP) recognized.