Customer Relationship Management (CRM) Developer

Description of Duties • 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. • 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. • Support the Function Lead in the definition of functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, SAP, and payment gateways. • Under the direction of the Microsoft CRM CE Sr Developer / Designer: o Ensure the seamless integration, best in class performance, and efficient data flow across systems. o Support the development of training programs for end-users to ensure effective use of Dynamics 365 CE solutions. o Promote user adoption through effective change management and support. o Provide ongoing support and optimization for Dynamics 365 CE solutions. o Identify and implement improvements to enhance system functionality and user experience. o Configure Dynamics 365 CE applications to meet specific business requirements. o Configure Dynamics 365 Customer Service functionality including Channels, Workstreams, Unified Routing, etc. for Omnichannel features. o Work with technical teams to ensure customizations and integrations are aligned with functional needs. o Build and work with Continuous Integration and Continuous Delivery Pipelines and operate within Application Lifecycle Management best practices, PTC Standards, and PTC Software Development Lifecycle documentation. • 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 as related to this position and role and assigned by the PTC. Minimum Experience • 5+ years’ experience in developing and configuring business applications within the MS Dynamics 365 CE CRM landscape. • 3+ experience configuring Dynamics 365 Customer Service functionality including Omnichannel, Unified Routing, PCF, etc. • 7+ years of .Net experience writing plug in code for Dynamics CE. • 3+ years of REACT experience. • 3+ years of Power Automate experience. • 2+ years of PowerBI experience. Desired Skillset • 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. • Requires hands on experience with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways. • Familiarity with Agile development methodologies. • Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module. Soft Skills: • Excellent analytical and problem-solving skills. • Strong communication and interpersonal skills. • Ability to lead and collaborate with cross-functional teams. • Detail-oriented with strong organizational and project management skills. • Additional beneficial skills include: • Enterprise Business Solutions, specifically SAP projects • ITIL / ITSM practices and methodologies Certifications / Education • This role should have the following certifications: o Dynamics 365 Fundamentals (MB-910). o Microsoft Power Platform + Dynamics 365 Core (MB-200). o Power Platform App Maker Associate (PL-100). o Dynamics 365 Customer Service Functional Consultant Associate (MB-230). o Power Platform Developer Associate (PL-400) o This role should be working towards the following certifications: o Power Platform Functional Consultant Associate (PL-200). o Dynamics 365 + Power Platform Solution Architect Expert (PL-600). • MS Dynamics Fast Track recognized architect. • Microsoft Most Valuable Professional (MVP) recognized.