CRM Lead

🕒 Experience: 10+ Years

🔷 About the Role

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.
• 10+ years of experience in CRM development using technologies such as .NET, JavaScript, Python, React, SSIS, and Reporting Services.
• 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