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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

IT Services and IT Consulting, Insurance, and Banking

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