Commonwealth of PA - PTC - Microsoft CE CRM Developer
Requirements
- 5+ years’ experience in developing and configuring business applications within the MS Dynamics 365 CE CRM landscape.
- Deep understanding of Dynamics 365 CE capabilities including Dynamics 365 Customer Service, including customization, configuration, and user management.
- Strong knowledge of Contact Center applications (e.g., Telephony & IVR based solutions), self-service web portals, and native mobile applications.
- 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.
- 3+ experience configuring Dynamics 365 Customer Service functionality including Omnichannel, Unified Routing, etc.
- Hands-on experience with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.
- Familiarity with Agile development methodologies.
Responsibilities
- Configure and develop the PTC’s Microsoft CE CRM system based on the functional and technical tasks developed as part of an Agile Backlog process.
- 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.
- Provide ongoing support and optimization for Dynamics 365 CE solutions.
- 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.
Other
- 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 as assigned by the PTC to implement solutions as defined.
- Promote user adoption through effective change management and support.
- Identify and implement improvements to enhance system functionality and user experience.
- Work with technical teams to ensure customizations and integrations are aligned with functional needs.
