CRM Lead
GlobalWaveSoftech, Roanoke, VA, United States
We are seeking a highly experienced
CRM Lead
to drive the architecture, development, and delivery of enterprise-scale
Microsoft Dynamics 365 Customer Engagement (CE)
solutions. This role will lead cross-functional teams, define technical roadmaps, and deliver innovative CRM, portal, and AI-driven customer experience solutions. Key Responsibilities
Analyze and understand current and future
Microsoft Dynamics CE systems, configurations, and technologies . Define and drive the
architecture roadmap and delivery strategy
for CRM solutions. Lead, mentor, and manage a team of
CRM and full-stack developers . Ensure successful delivery of
CRM, portals, and web applications
within enterprise programs. Act as a
Subject Matter Expert (SME)
and advise leadership on emerging trends in Dynamics CE and AI technologies. Design and develop
customizations and configurations
in Dynamics 365 CE. Lead integrations with
ERP systems (e.g., SAP), middleware, payment gateways, and contact center platforms . Drive
data migration strategies
and execution for CRM implementations. Oversee development of
AI-driven solutions , including chatbots, virtual assistants, and intelligent automation. Ensure high-performance
contact center solutions , including IVR, chatbot, and omnichannel capabilities. Promote
Human-Centered Design principles
to enhance user experience. Maintain detailed
technical and functional documentation . Build strong relationships with
stakeholders, vendors, and leadership teams . Ensure adherence to
organizational standards, policies, and SDLC processes . Required Experience & Qualifications
10+ years of experience
in Microsoft Dynamics 365 CE implementation and development. 5+ years of experience
as a Microsoft
FastTrack Solution Architect . Proven experience delivering
large-scale CRM and contact center implementations . Hands-on experience with
Azure AI, Machine Learning, and AI-driven CRM solutions . Experience in
data migration from legacy systems to Dynamics CRM . Strong expertise in
integrating CRM with ERP systems, payment platforms, and external services . Experience implementing
high-volume contact center solutions with omnichannel capabilities . Proficiency in
Microsoft Office 365 and Azure DevOps (ADO) . Core Skills
Deep expertise in
Dynamics 365 CE and Power Platform Strong experience with
AI/ML integration and automation Expertise in
event-driven and decoupled architecture Strong knowledge of
customer experience and contact center technologies Advanced leadership and team management skills Preferred Skills
Experience in
SAP and enterprise business solutions Knowledge of
ITIL / ITSM practices Exposure to
modern omnichannel customer engagement platforms Certifications (Preferred)
Microsoft Power Platform / Dynamics CE
FastTrack Solution Architect Microsoft MVP (Business Applications / Customer Experience / Power Apps / Copilot Studio) Azure AI Fundamentals or similar
AI/ML certifications Microsoft Dynamics certifications Soft Skills
Strong
leadership and strategic thinking abilities Excellent
communication and stakeholder management skills High level of
problem-solving and decision-making capability Detail-oriented with strong
organizational skills
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CRM Lead
to drive the architecture, development, and delivery of enterprise-scale
Microsoft Dynamics 365 Customer Engagement (CE)
solutions. This role will lead cross-functional teams, define technical roadmaps, and deliver innovative CRM, portal, and AI-driven customer experience solutions. Key Responsibilities
Analyze and understand current and future
Microsoft Dynamics CE systems, configurations, and technologies . Define and drive the
architecture roadmap and delivery strategy
for CRM solutions. Lead, mentor, and manage a team of
CRM and full-stack developers . Ensure successful delivery of
CRM, portals, and web applications
within enterprise programs. Act as a
Subject Matter Expert (SME)
and advise leadership on emerging trends in Dynamics CE and AI technologies. Design and develop
customizations and configurations
in Dynamics 365 CE. Lead integrations with
ERP systems (e.g., SAP), middleware, payment gateways, and contact center platforms . Drive
data migration strategies
and execution for CRM implementations. Oversee development of
AI-driven solutions , including chatbots, virtual assistants, and intelligent automation. Ensure high-performance
contact center solutions , including IVR, chatbot, and omnichannel capabilities. Promote
Human-Centered Design principles
to enhance user experience. Maintain detailed
technical and functional documentation . Build strong relationships with
stakeholders, vendors, and leadership teams . Ensure adherence to
organizational standards, policies, and SDLC processes . Required Experience & Qualifications
10+ years of experience
in Microsoft Dynamics 365 CE implementation and development. 5+ years of experience
as a Microsoft
FastTrack Solution Architect . Proven experience delivering
large-scale CRM and contact center implementations . Hands-on experience with
Azure AI, Machine Learning, and AI-driven CRM solutions . Experience in
data migration from legacy systems to Dynamics CRM . Strong expertise in
integrating CRM with ERP systems, payment platforms, and external services . Experience implementing
high-volume contact center solutions with omnichannel capabilities . Proficiency in
Microsoft Office 365 and Azure DevOps (ADO) . Core Skills
Deep expertise in
Dynamics 365 CE and Power Platform Strong experience with
AI/ML integration and automation Expertise in
event-driven and decoupled architecture Strong knowledge of
customer experience and contact center technologies Advanced leadership and team management skills Preferred Skills
Experience in
SAP and enterprise business solutions Knowledge of
ITIL / ITSM practices Exposure to
modern omnichannel customer engagement platforms Certifications (Preferred)
Microsoft Power Platform / Dynamics CE
FastTrack Solution Architect Microsoft MVP (Business Applications / Customer Experience / Power Apps / Copilot Studio) Azure AI Fundamentals or similar
AI/ML certifications Microsoft Dynamics certifications Soft Skills
Strong
leadership and strategic thinking abilities Excellent
communication and stakeholder management skills High level of
problem-solving and decision-making capability Detail-oriented with strong
organizational skills
#J-18808-Ljbffr