CRM Lead

ALTRAIZE; India; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

ALTRAIZE is seeking an experienced Microsoft CE professional to lead development for CRM, portal, and web apps within the UBOS ecosystem. You will mentor a team of CRM and full-stack developers, architect solutions, and guide data migration to Microsoft CRM while aligning with enterprise standards.

Ideal candidates bring 10+ years in CE applications, strong D365 CE, Power Platform expertise, and a proven track record with AI integrations.

Qualifications

• 10+ years of Microsoft CE application software systems implementation experience.
• 10+ years of experience developing CRM applications using .Net, JavaScript, Python, React, SSIS, Reporting Services.
• 5+ years as a Microsoft certified FastTrack solution architect for business applications.
• 2 years of experience leveraging Azure AI services and Machine Learning for developing Microsoft D365 CE business applications.
• Experience with AI technologies to enhance customer service operations, including AI driven chatbots and Copilot/ Azure AI.
• Hands-on experience with Dynamics Contact Center deployment and omnichannel contact center systems.
• Proven data migration to Microsoft CRM and integrations with ERP systems.

Responsibilities

• Study and understand the current and desired Microsoft CE applications and configurations.
• Coordinate changes to CBOS and UBOS while following standards and policies.
• Architect and build a roadmap for delivery and mentor developers.
• Ensure delivery for CRM, portal, and web app within UBOS ecosystem.
• Advise leadership on trends in Microsoft CE and act as SME in meetings and reports.
• Document all work, including designs, test plans, and best practices.

Skills

D365 CE development

Power Platform

Azure AI services

FastTrack Architect

CRM integration

AI/ML for business apps

Data migration to CRM

ERP integrations

Contact Center deployment

Team leadership / mentoring

Education

Bachelor's degree in business management or information systems

Microsoft MVP – Business Applications

Microsoft Dynamics Certifications

Azure AI Fundamentals

Tools

Microsoft 365 suite

Dynamics CRM deployment tools

Job description

Description of Duties

• Study and understand the current, plus desired, Microsoft CE application,
  configurations, and technologies.
• Coordinate changes and designs to the CBOS and UBOS, plus the other
  technologies, ensuring they meet needs and follow standards and policies.
• Architect and build a roadmap for delivery.
• Assign work and manage and mentor a team of CRM and full stack developers.
• Ensure successful delivery for the CRM, portal, and web app as part of the UBOS
  project.
• Advise leadership on current trends in Microsoft CE applications and
  functionalities.
• Act as a subject matter expert and represent the in meetings and reports with
  stakeholders.
• Raise concerns and potential issues to leadership with sufficient detail for
  decision-making.
• Architect, and Develop Microsoft CE customizations and configurations to meet
  functionality needs.
• Support integrations with middleware, ERP systems, payment gateways, phone
  systems, etc., which are part of the UBOS ecosystem.
• Act as an expert for Data Migration to Microsoft CRM.
• Fully document all created work associated with this position, including technical
  and functional designs and diagrams, test plans, test scripts, impact analysis
  reports, lessons learned, best practices for others to follow, plus any other
  documentation as required by the . This documentation shall follow the format
  and / or templates as instructed .
• Develop and maintain productive working relationships 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 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.

Minimum Experience

• 10 years of Microsoft CE application software systems implementation experience.
• 10 years of experience developing CRM applications using .Net, JavaScript, Python,
  React, SSIS, Reporting Services.
• 5 years as a Microsoft certified FastTrack solution architect for business applications.
• 2 years of experience leveraging Azure AI services and Machine Learning for
  developing Microsoft D365 CE business applications.
• Delivered 2 projects as a certified FastTrack project for Business Applications.
• Delivered 1 successful implementations leveraging AI technologies to enhance
  customer service operations, including Development and implementation of AI
  driven chatbots and virtual assistants, Leveraging Copilot and Azure AI for Microsoft
  Dynamics CRM solution deployment.
• Hands-on experience with Dynamics Contact Center solution deployment, including
  ability to manage and optimize communication processes, improving efficiency and
  customer satisfaction.
• Conducted training sessions on AI tools and Dynamics Contact Center features,
  ensuring team members are proficient and up-to-date with the latest technologies.
• Proven implementation experience in Data Migration to Microsoft CRM from other
  non-COTs account management systems.
• Proven implementation experience in developing integrations with ERP systems and
  data repositories.
• Implemented high-volume contact center applications, including CRM, Portal, and
  Mobile Apps for customer service, Natural Language Interactive Voice Response
  (IVR), ChatBOT functions enabled.
• Strong understanding of Human Centered Design Approach for product development
• Proficient in the Microsoft Office 365 suite of business software including Teams,
  Word, Excel, and PowerPoint.
• Proficient in the Microsoft ADO Testing Module.
• Equivalent combination of education and/or experience may be accepted.

Required Skillset

• The ideal candidate will be a certified Microsoft Power Platform or Customer
  Engagement Fast Track Solution Architect.
• Must have at least 10 years of expertise in Microsoft CE application development as
  a lead developer and/or architect.
• Strong proven technical experience in developing and deploying multiple cutting
  edge technology solutions using D365 CE and Power Platform and leveraging AI and
  Machine Learning to build business applications to streamline customer experience.
• Integration experience in an event driven de-coupled architecture, with SAP ERP for
  pricing, billing, and financial integrations, with payment gateways for real-time
  payment processing including digital wallets and peer-to-peer payment methods,
  with social media, Natural Language IVR, ChatBOT, and contact center systems in an
  omnichannel environment.

Desired Skillset

• Additional beneficial skills include:
  • Enterprise Business Solutions, specifically SAP projects.
  • ITIL / ITSM practices and methodologies.

Certifications / Education

• Bachelor’s degree in business management or information systems. Equivalent
  combination of education and/or experience may be accepted.
• Microsoft MVP for award category of Business Applications and technology area of
  Customer Experience, and/or Power Apps, and/or CoPilot Studio.
• 5+ years as a Microsoft certified solution architect for business applications.
  
• Azure AI Fundamentals certification or similar AI or Machine Learning certifications.
• Microsoft Dynamics related Certifications.
• Equivalent combination of education and/or experience may be accepted.