Technical Project Manager

Taltek; Montreal; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading company in IT consulting is seeking a skilled Project Manager with expertise in Microsoft Dynamics 365 for call center implementations. The role involves managing project lifecycles, collaborating with technical teams, and ensuring optimal integration of CRM systems. Candidates must demonstrate strong technical management skills and experience in improving call center operations for enhanced customer service.

Qualifications

• 5+ years managing projects with CRM systems.
• Hands-on experience with Dynamics 365 configurations and call center technologies.
• Bilingualism required for communication outside Quebec.

Responsibilities

• Plan and manage end-to-end implementation of Dynamics 365 for call centers.
• Lead cross-functional teams and ensure project timelines are met.
• Design workflows for call center queues and enhance customer satisfaction.

Skills

Project Management

Customer Service Workflows

Communication Skills

Stakeholder Management

Education

PMP or Prince2 Certification

Bachelor's Degree in IT or related fields

Tools

Microsoft Dynamics 365

IVR Systems

Telephony Platforms

Azure Services

Job description

EXIGENCES

----------------------------------------

TALTEK is looking to fill the following position for one of its clients:

(Call Center & CRM Integration)

JOB SUMMARY

Project Manager with expertise in Microsoft Dynamics 365 and a proven track record in call center implementation and technologies. The ideal candidate will bridge the gap between technical teams and business stakeholders, driving projects from concept to completion while ensuring seamless integration of Dynamics 365 with help desk, ticketing systems, customer service platforms, and call center solutions.

This role requires a hands-on technical professional who can manage project timelines, coordinate cross-functional teams, and optimize call center workflows to deliver exceptional customer experiences.

RESPONSIBILITIES

• Plan, execute, and manage end-to-end implementation of Microsoft Dynamics 365 solutions tailored for call center environments.
• Lead cross-functional teams, including developers, business analysts, and vendors, to ensure project goals are met on time and within budget.
• Develop and maintain detailed project plans, risk assessments, and mitigation strategies.

Technical Expertise

• Configure and customize Dynamics 365 to meet specific call center and CRM requirements.
• Oversee integration with help desk, ticketing systems, customer service platforms, and call center queues.
• Ensure seamless communication between Dynamics 365 and other tools like IVR systems, telephony platforms, and automated follow-ups.

Call Center Optimization

• Design and implement workflows for call center queues, follow-ups, case escalations, and resolution tracking.
• Collaborate with business teams to analyze pain points and deliver solutions that enhance productivity and customer satisfaction.
• Ensure compliance with industry best practices for customer service and data management.

Stakeholder Collaboration

• Act as the main point of contact between business units and technical teams, ensuring clear communication and alignment of priorities.
• Translate business requirements into technical specifications for development teams.
• Provide regular updates to stakeholders, including project.

REQUIREMENTS

• 5+ years of experience managing projects with Microsoft Dynamics 365 (CRM focus).
• Proven expertise in call center technologies, including integrations with help desk and ticketing systems.
• Strong knowledge of customer service workflows, case management, and queue optimization.
• Hands-on experience with Dynamics 365 configurations, customizations, and integrations.
• Familiarity with tools like IVR systems, telephony platforms, and other customer service technologies.
• Technical background, with the ability to write/review technical specifications and understand system architecture.
• Excellent communication and interpersonal skills, with the ability to manage diverse stakeholders.
• Experience implementing Dynamics 365 in large-scale call center environments.
• Knowledge of industry-specific ticketing systems (e.g., Zendesk, ServiceNow, or Freshdesk).
• PMP, Prince2, or equivalent certification.
• Familiarity with Azure services and other Microsoft integrations.
• Bilingualism is required because this role requires daily communication outside of Quebec

ABOUT TALTEK

TALTEK is an information technology placement and consulting firm. At TALTEK, we are committed to offering the best level of service to both our clients and candidates. Our approach is human and our values are transparency, integrity and respect.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology and Analyst

• Industries

  IT Services and IT Consulting, Insurance, and Banking

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