CRM Lead

e&e is seeking a CRM Lead for a hybrid contract opportunity in Harrisburg, PA

The CRM Lead will serve as the technical and strategic authority for Microsoft Dynamics 365 Customer Engagement (CE) and related customer-facing technologies within the enterprise environment. This role is responsible for designing and implementing modern CRM, portal, and web solutions that integrate seamlessly with enterprise platforms, ensuring alignment with organizational standards, business goals, and modernization objectives. The CRM Lead will architect roadmaps, manage development teams, ensure solution quality, and leverage AI, Machine Learning, and Power Platform innovations to enhance the customer experience and optimize service operations.

Responsibilities:

• Analyze current and target Microsoft Dynamics CE applications, configurations, and integrations to define solution roadmaps and modernization strategies.
• Architect, design, and oversee the delivery of Microsoft CE, Power Platform, and related web solutions in alignment with enterprise frameworks, policies, and objectives.
• Lead and mentor a team of CRM and full-stack developers; assign work, provide technical guidance, and ensure timely and quality deliverables.
• Support the design and integration of CE with enterprise systems such as ERP (SAP), payment gateways, middleware, and contact center platforms within an omnichannel architecture.
• Provide expertise and leadership in data migration to Microsoft CRM from legacy and non-commercial account management systems.
• Advise leadership on industry trends, Microsoft CE advancements, and opportunities to leverage Azure AI and Copilot technologies.
• Act as a subject matter expert in stakeholder meetings, providing insight and recommendations to support informed decision-making.
• Oversee the successful implementation of CRM, portal, and customer-facing web applications as part of large enterprise initiatives.
• Ensure adherence to ITIL/ITSM methodologies, architecture governance, and cybersecurity standards.
• Prepare comprehensive documentation including technical and functional designs, test scripts, impact analyses, and best practices.
• Maintain productive relationships with business owners, technology teams, vendors, and other key partners to ensure collaborative success.
• Perform additional duties as required to support enterprise CRM initiatives and modernization programs.

Requirements:

• Minimum of 10 years of experience with Microsoft Dynamics 365 CE application design, development, and implementation.
• Minimum of 5 years as a Microsoft Certified Solution Architect for business applications.
• Certified Microsoft Power Platform or Customer Engagement FastTrack Solution Architect.
• Proven ability to deliver enterprise CRM and Power Platform solutions leveraging AI and Machine Learning for enhanced customer experience.
• Experience architecting and developing integrations in event-driven, decoupled architectures, particularly with SAP ERP, payment gateways, and contact center systems.
• Expertise implementing high-volume CRM, portal, and mobile customer service applications with Natural Language IVR, ChatBOT, and omnichannel communication capabilities.
• Strong knowledge of Human-Centered Design methodologies and user-focused product development.
• Proficiency in development languages and tools such as .NET, JavaScript, Python, React, SSIS, and Reporting Services.
• Skilled in Microsoft Office 365 suite, Azure DevOps Testing Module, and collaboration tools such as Teams.
• Excellent communication, leadership, and documentation skills with the ability to interface effectively across technical and non-technical teams.

Desired Skills and Certifications

• Experience with SAP enterprise solutions and ITIL/ITSM practices.
• Recognized Microsoft MVP for Business Applications, Power Apps, or CoPilot Studio.
• Azure AI Fundamentals or equivalent AI/ML certification.
• Microsoft Dynamics-related certifications.
• Bachelor's degree in Business Management, Information Systems, or equivalent combination of education and experience.