CE Functional Lead/Architect

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. • Conduct comprehensive business analysis to understand customer service processes and requirements. • 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. • Design functional solutions leveraging Dynamics 365 CE capabilities, integrating with Contact Center applications and self-service portals. • Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery. • Configure Dynamics 365 CE applications to meet specific business requirements, with a particular emphasis on configuration, by the technical lead and developers. • 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. • Ensure seamless functional integration and data flow across systems. • Support, develop, and deliver training programs for end-users to ensure effective use of Dynamics 365 CE solutions. • Promote user adoption through effective change management and support. • Provide ongoing functional support and optimization for Dynamics 365 CE solutions. • Identify and implement improvements to enhance system functionality and user experience. • Manage functional aspects of large-scale projects, including requirement gathering, solution design, and testing. • Lead the definition of functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system. • 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. • Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients. • Lead and participate in project team activities for system work efforts related to enterprise systems. • Work independently to accomplish the tasks and duties assigned. • Adhere to and follow all PTC standards, policies, and procedures. • Utilize various software and/or technology tools to perform job duties. • Perform tasks and other duties related to this position and role, as assigned by the PTC. Desired Skillset • Minimum of 10 years of experience in Dynamics 365 CE (Customer Service module) functional implementation. • 5+ years’ experience in business analysis, requirements gathering, and functional solution design. • Experience in managing and delivering Dynamics 365 CE projects with complex integrations. • 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. • 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. • Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering complex projects. • Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management. • Strong SQL skills to be able to understand legacy databases and mapping them to Dynamics. • Familiarity with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways. • Experience in tolling or transportation industry is highly desirable but not required. • 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.