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.