CRM Functional Lead
GlobalWaveSoftech, Roanoke, VA, United States
We are seeking an experienced
CRM Functional Lead
to drive the design, implementation, and optimization of
Microsoft Dynamics 365 Customer Engagement (CE)
solutions. This role will focus on translating business requirements into scalable CRM solutions, leading functional delivery, and ensuring seamless integration across enterprise systems.
Key Responsibilities
Define and lead
functional and technical requirements
for mapping data from multiple source systems into Dynamics 365 CE.
Conduct detailed
business analysis
to understand customer service processes and requirements.
Design and implement
functional CRM solutions , integrating with contact center applications and self-service portals.
Collaborate with
technical architects, developers, project managers, and stakeholders
to ensure successful delivery.
Configure
Dynamics 365 CE applications
based on business needs.
Support integration with
ERP systems, payment gateways, and back-office platforms .
Ensure seamless
data flow and system integration
across multiple systems.
Lead
functional aspects of large-scale projects , including requirement gathering, solution design, and testing.
Drive
user adoption
through training programs and change management initiatives.
Provide ongoing
support, optimization, and enhancements
for CRM solutions.
Identify opportunities to improve
system functionality and user experience .
Maintain comprehensive
technical and functional documentation .
Build strong relationships with
stakeholders, vendors, and cross-functional teams .
Ensure adherence to
organizational standards, policies, and SDLC processes .
Required Experience & Qualifications
7+ years of experience
in Dynamics 365 CE (Customer Service module) functional implementation.
5+ years of experience
in business analysis, requirements gathering, and solution design.
Proven experience delivering
Dynamics 365 CE projects with complex integrations .
Experience in
large-scale data migration projects
(handling millions of accounts and high-volume transactions).
Strong expertise in integrating Dynamics 365 CE with
ERP systems (e.g., SAP) .
Deep understanding of
Dynamics 365 CE capabilities , including customization, configuration, and user management.
Strong
SQL skills
for data mapping and legacy system integration.
Experience with
contact center systems (IVR, telephony)
and self-service portals.
Proficiency in
Microsoft Office 365 and Azure DevOps (ADO) .
Preferred Skills
Experience in
tolling or transportation industry projects .
Exposure to
enterprise solutions such as SAP .
Knowledge of
ITIL / ITSM frameworks and practices .
Certifications (Preferred / In Progress)
Dynamics 365 Customer Service Functional Consultant (MB-230)
Dynamics 365 Fundamentals (MB-910)
Power Platform Functional Consultant (PL-200)
Microsoft Power Platform + Dynamics 365 Core (MB-200)
Soft Skills
Strong
analytical and problem-solving abilities
Excellent
communication and stakeholder management skills
Ability to lead and collaborate with
cross-functional teams
Detail-oriented with strong
organizational and project management skills
#J-18808-Ljbffr
CRM Functional Lead
to drive the design, implementation, and optimization of
Microsoft Dynamics 365 Customer Engagement (CE)
solutions. This role will focus on translating business requirements into scalable CRM solutions, leading functional delivery, and ensuring seamless integration across enterprise systems.
Key Responsibilities
Define and lead
functional and technical requirements
for mapping data from multiple source systems into Dynamics 365 CE.
Conduct detailed
business analysis
to understand customer service processes and requirements.
Design and implement
functional CRM solutions , integrating with contact center applications and self-service portals.
Collaborate with
technical architects, developers, project managers, and stakeholders
to ensure successful delivery.
Configure
Dynamics 365 CE applications
based on business needs.
Support integration with
ERP systems, payment gateways, and back-office platforms .
Ensure seamless
data flow and system integration
across multiple systems.
Lead
functional aspects of large-scale projects , including requirement gathering, solution design, and testing.
Drive
user adoption
through training programs and change management initiatives.
Provide ongoing
support, optimization, and enhancements
for CRM solutions.
Identify opportunities to improve
system functionality and user experience .
Maintain comprehensive
technical and functional documentation .
Build strong relationships with
stakeholders, vendors, and cross-functional teams .
Ensure adherence to
organizational standards, policies, and SDLC processes .
Required Experience & Qualifications
7+ years of experience
in Dynamics 365 CE (Customer Service module) functional implementation.
5+ years of experience
in business analysis, requirements gathering, and solution design.
Proven experience delivering
Dynamics 365 CE projects with complex integrations .
Experience in
large-scale data migration projects
(handling millions of accounts and high-volume transactions).
Strong expertise in integrating Dynamics 365 CE with
ERP systems (e.g., SAP) .
Deep understanding of
Dynamics 365 CE capabilities , including customization, configuration, and user management.
Strong
SQL skills
for data mapping and legacy system integration.
Experience with
contact center systems (IVR, telephony)
and self-service portals.
Proficiency in
Microsoft Office 365 and Azure DevOps (ADO) .
Preferred Skills
Experience in
tolling or transportation industry projects .
Exposure to
enterprise solutions such as SAP .
Knowledge of
ITIL / ITSM frameworks and practices .
Certifications (Preferred / In Progress)
Dynamics 365 Customer Service Functional Consultant (MB-230)
Dynamics 365 Fundamentals (MB-910)
Power Platform Functional Consultant (PL-200)
Microsoft Power Platform + Dynamics 365 Core (MB-200)
Soft Skills
Strong
analytical and problem-solving abilities
Excellent
communication and stakeholder management skills
Ability to lead and collaborate with
cross-functional teams
Detail-oriented with strong
organizational and project management skills
#J-18808-Ljbffr