Job Description

Job Description

Microsoft Dynamics 365 CRM Technical Lead (Techno/Functional)

Department : Information Technology, Shared Team Services

Reports To: SVP, Technology Business Solutions

Industry : Real Estate

Job Type : Contract-to-hire

Worksite Location : Fully Onsite – 5 days per week in Downtown Dallas, TX

Interview Process : 3 rounds of interviews – of which candidates must be willing and able to conduct an onsite interview with the client

POSITION OVERVIEW

As a MS Dynamics 365 CRM Technical Lead, you will be the technical expert on a project implementation team and develop technical specifications for implementation, configuration, customizations, and enhancements of MS Dynamics 365 CRM. You will assist with CRM solution planning, analysis, designing, building, and testing. You will be considered the product expert that is also responsible for providing support in CRM issue escalation and resolution.

Additionally, you will have technical oversight for development and delivery of large-scale project deliverables. Your deep development and technical skills in D365 will allow you to work in every aspect of Dynamics 365 CRM such as, but not limited to, creation/modification of D365 Objects, importing data, configuration of user roles, reports, and dashboards.

Under general supervision, you will contribute to the development, maintenance, and enhancement of client systems and assist in the development of new features as well as be able to troubleshoot and correct defects.

These client-facing roles require extensive programming and development experience with Microsoft D365 and excellent interpersonal/communication skills. You must be client-focused and team oriented.

PRIMARY RESPONSIBILITIES

Strategy & Planning

• Assess and cultivate long-term strategic goals for CRM in conjunction with IT architect(s), data users, department managers, clients, and other key stakeholders.
• Coordinate and work with other technical staff to develop CRM architecture, coding standards, and quality assurance policies and procedures.
• Plan and implement capacity and resource expansion to ensure CRM scalability.
• Stay current with emerging trends and technologies related to Microsoft Dynamics and other business systems.

Acquisition & Deployment

• Conduct research and make recommendations on CRM products, services, protocols, and standards in support of procurement and development efforts.
• Evaluate, recommend, and select CRM components, including hardware, subscription products and other tools.

Operational Management

• Design, develop and implement customizations and enhancements to the Microsoft Dynamics platform.
• Develop and maintain integrations between Microsoft Dynamics and other business systems.
• Execute standardized processes, content, and best practice in utilizing 365 CRM functionality.
• Work with end users to identify, create, and deliver reports according to requirements.
• Identify inefficiencies and gaps in current CRM landscape and leverage solutions to ensure optimal standards and processes.
• Identify data discrepancies and data quality issues and work to ensure data consistency and integrity.
• Diagnose and resolve CRM access and performance issues.
• Install and configure relevant components to ensure CRM access.
• Execute CRM configuration and performance tuning.
• Monitor system details within the CRM, including integrations and execution time, and implement efficiency improvements.
• Develop, implement, and maintain change control and testing processes for modifications to the CRM system.
• Develop reports and dashboards to meet business reporting needs.
• Work with business analysts to identify and understand business requirements and develop technical specifications.

Support Operations

• Troubleshoot and resolve Tier 2/3 domain system issues or malfunctions.
• Coordinate Tier 3 escalations to relevant vendor.
• Analyze the current business and IT environment to detect critical deficiencies and recommend solutions for improvement.
• Work with the SVP Technology Business Solutions and BSMs to ensure the successful delivery of key strategic projects.
• Perform unit and integration testing to ensure quality deliverables.
• Deliver analytics on engagement and CRM usage.
• Performing day-to-day tasks that include:
• Repetitive data prep/cleansing in Excel
• Training junior staff on tool
• Providing caretaker duties to manage known deficiencies in tool (as opposed to fixing them)

Manage Projects

• Plan and Manage CRM project schedules, resources, budgets, and manage stakeholder expectations, providing timely communications and reporting.
• Technical projects and upgrades
• Business functional projects

QUALIFICATIONS

Knowledge & Experience

• Deep knowledge of both the functional and technical sides of Microsoft D365.
• Should have development experience designing and developing CRM forms, screens, views, workflows, cadences, campaigns, plugins, groups, email lists, dashboards, and custom entities.
• Deep understanding of data integration and import processes (out of the box and custom loads).
• Heavy experience configuring Microsoft D365 CRM.
• D365 CRM CE experience working within the Sales module. Experience within D365 CRM CE Sales, specifically areas such as forecasting, and Configuring Sales Accelerator / Sales Assistant / Forecasting Models
• Experienced in multiple hands-on successful implementations with Microsoft D365.
• Experience building integrations between Microsoft D365 and external applications.
• Experience with database platforms, including SQL Server and/or Azure.
• Experience with Preparation of Technical/Business documentation.
• Knowledge of Windows operating system, as well as Power BI, and Office 365 including diagnostic tools preferred.
• Experience with data processing flowcharting techniques.
• Proven project management (Waterfall+Agile) experience.
• Good knowledge of applicable data privacy practices and laws.
• Knowledge of Power Platform including PowerApps, Power BI, and Power Automate.
• Solid experience in building Security Models, Views, Forms, Tables, Relationships, and Business logic in Dataverse.
• Knowledge of the configuration of Sales accelerator, assistant, and forecasts.
• Familiarity with integrations between Teams, Outlook, Exchange, OneDrive, SharePoint, and LinkedIn Sales Insights.
• Knowledge of AI with Copilot enablement and configuration.
• Understand Prediction and Insights through predictive scores, relationship analytics and conversation intelligence.
• Possess a deep understanding of the Sales process, sales forecasting, premium forecasting, work lists, segments, and email sequences.
• Solid Experience developing within the mobile app.
• This is a technical Hands-on Role.

Formal Education & Certification

• College diploma or university degree in the field of computer science, information systems, or computer engineering and 5+ years of relevant work experience.
• Certifications in Microsoft Dynamics a plus
• Certifications in Agile/Scrum methodology is a plus.
• Experience in the Commercial Real Estate (CRE) Industry is a plus.

Personal Attributes

• Exceptional analytical, conceptual, and problem-solving abilities.
• Continuous improvements and scalability focused – not simply an ‘order taker’.
• Strong written and oral communication skills.
• Excellent technical architecture and technical support documentation skills.
• Strong presentation and interpersonal skills.
• Ability to conduct research into CRM issues, standards, and products as required.
• Ability to present ideas in user-friendly language.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• This position offices in Dallas, TX and is an in-person, in-office role.

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