Description of Duties
- Responsible for assisting with the definition of functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft
CE CRM system.
- Work closely with, and be a member of, the team led by the Technical Architect, to understand business requirements, design effective solutions, and ensure user
adoption.
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Conduct comprehensive business analysis to understand customer service processes and requirements.
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Translate complex tolling business rules into scalable, compliant CRM configurations and integrations with external systems including payment gateways, call center platforms, LPR systems, and other toll collection technologies.
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Design functional solutions leveraging Dynamics 365 CE capabilities, integrating with Contact Center applications and self-service portals.
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Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.
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Configure Dynamics 365 CE applications to meet specific business requirements, with a particular emphasis on configuration, by the technical lead and developers.
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Support definition of functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, back-office systems (e.g., ERP),
and payment gateways.
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Ensure seamless functional integration and data flow across systems.
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Support, develop, and deliver training programs for end-users to ensure effective use of Dynamics 365 CE solutions.
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Promote user adoption through effective change management and support.
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Provide ongoing functional support and optimization for Dynamics 365 CE solutions.
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Identify and implement improvements to enhance system functionality and user experience.
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Manage functional aspects of large-scale projects, including requirement gathering, solution design, and testing.
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Lead the definition of functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system.
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Fully document all created work, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best
practices as directed by the PTC.
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Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
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Lead and participate in project team activities for system work efforts related to enterprise systems.
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Work independently to accomplish the tasks and duties assigned.
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Adhere to and follow all PTC standards, policies, and procedures.
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Utilize various software and/or technology tools to perform job duties.
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Perform tasks and other duties related to this position and role, as assigned by the PTC.
Desired Skillset
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Minimum of 10 years of experience in Dynamics 365 CE (Customer Service module) functional implementation.
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5+ years’ experience in business analysis, requirements gathering, and functional solution design.
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Experience in managing and delivering Dynamics 365 CE projects with complex integrations.
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Experience in architecting systems where CE was tightly integrated with the financial system like SAP or other non-Dynamics 365 based ERP system in real time.
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Strong knowledge of Contact Center applications (e.g., Telephony & IVR based solutions) and self-service portals, with proven experience of at least two implementations where the contact center and self service portals where integrated with Dynamics CE and a financial system like SAP or any other ERP.
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Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering complex projects.
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Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management.
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Strong SQL skills to be able to understand legacy databases and mapping them to Dynamics.
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Familiarity with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.
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Experience in tolling or transportation industry is highly desirable but not required.
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Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field is desired, but not required.
This role should be working toward at least some of the following certifications:
o Dynamics 365 Customer Service Functional Consultant Associate (MB-230).
o Dynamics 365 Fundamentals (MB-910).
o Dynamics 365 + Power Platform Solution Architect Expert (PL-600).
o Power Platform Functional Consultant Associate (PL-200).
o Microsoft Power Platform + Dynamics 365 Core (MB-200).
Soft Skills:
o Excellent analytical and problem-solving skills.
o Strong communication and interpersonal skills.
o Ability to lead and collaborate with cross-functional teams.
o Detail-oriented with strong organizational and project management skills.