CRM Lead

Accountabilities

• • Study the current and target-state Microsoft Dynamics 365 CE environment, configurations, applications, and supporting technologies, identifying opportunities for improvement and alignment with business needs.
  • Architect and develop Microsoft Dynamics 365 CE and Power Platform customizations, configurations, and enterprise business applications.
  • Define technology roadmaps and delivery plans while ensuring solutions comply with applicable architecture standards, policies, and technical requirements.
  • Lead, assign work to, mentor, and support a team of CRM and full-stack developers, promoting strong engineering and delivery practices.
  • Oversee successful delivery of CRM, portal, web application, and customer-service capabilities as part of broader enterprise platform initiatives.
  • Provide technical guidance to leadership on Microsoft CE, Power Platform, AI, machine learning, and emerging customer-experience technologies.
  • Serve as a subject matter expert in stakeholder meetings, project discussions, technical reviews, and management reporting.
  • Identify risks, dependencies, technical concerns, and potential delivery issues, escalating them with sufficient detail to support informed decision-making.
  • Design and support integrations with ERP systems, middleware, data repositories, payment gateways, telephony, social media, contact-center platforms, IVR, chatbots, and other ecosystem components.
  • Lead data migration initiatives into Microsoft CRM from legacy and non-core account-management systems, ensuring data quality and continuity.
  • Contribute to high-volume contact-center solutions encompassing CRM, portals, mobile applications, natural-language IVR, chatbot capabilities, and omnichannel customer engagement.
  • Apply human-centered design principles to product and solution development, keeping customer experience at the center of technology decisions.
  • Produce and maintain comprehensive technical and functional documentation, including architecture diagrams, designs, test plans, test scripts, impact assessments, lessons learned, and best practices.
  • Lead and participate in enterprise technology project activities while maintaining productive relationships with technology teams, business owners, project sponsors, vendors, and key clients.
  • Work independently to deliver assigned responsibilities while adhering to established technology standards, policies, procedures, and quality expectations.

  Requirements

  • 10+ years of experience implementing and developing Microsoft Dynamics 365 CE / Microsoft CE application solutions, with significant experience operating as a lead developer and/or architect.
  • 10+ years of CRM application development experience using technologies such as .NET, JavaScript, Python, React, SSIS, and Reporting Services.
  • 5+ years of experience as a Microsoft-certified FastTrack Solution Architect for Business Applications, with a strong preference for candidates holding relevant Microsoft Power Platform or Customer Engagement certifications.
  • Experience delivering at least two projects as a certified FastTrack project for Business Applications.
  • At least 2 years of experience using Azure AI services and machine learning to develop Microsoft Dynamics 365 CE business applications.
  • Proven experience delivering AI-enabled customer-service solutions, including AI-driven chatbots, virtual assistants, Copilot, and Azure AI capabilities within Dynamics CRM environments.
  • Hands-on experience deploying and optimizing Dynamics Contact Center solutions and communication processes.
  • Experience training teams on AI tools and Dynamics Contact Center functionality.
  • Strong experience with CRM data migration from legacy or non-core account-management systems.
  • Proven experience integrating CRM solutions with ERP systems and enterprise data repositories.
  • Strong understanding of event-driven, decoupled architectures and integrations with SAP ERP for pricing, billing, and financial processes.
  • Experience integrating payment gateways, including real-time payment processing, digital wallets, and peer-to-peer payment methods.
  • Experience integrating social media, natural-language IVR, chatbots, contact centers, and other technologies within omnichannel environments.
  • Strong understanding of human-centered design principles and their application to enterprise product development.
  • Proficiency with Microsoft Office 365 tools, including Teams, Word, Excel, and PowerPoint.
  • Experience with Microsoft Azure DevOps testing capabilities and the Microsoft ADO Testing Module.
  • Strong leadership, communication, stakeholder-management, problem-solving, and decision-making skills.
  • Ability to work independently while effectively leading technical teams and collaborating with business and technology stakeholders.
  • A bachelor's degree in Business Management, Information Systems, or a related field is preferred; an equivalent combination of education and experience may be considered.
  • Microsoft MVP recognition in Business Applications, Customer Experience, Power Apps, or Copilot Studio is advantageous.
  • Azure AI Fundamentals or comparable AI/machine-learning certification is a plus.
  • Additional Microsoft Dynamics certifications are beneficial.
  • Knowledge of enterprise business solutions, particularly SAP projects, is advantageous.
  • Familiarity with ITIL/ITSM practices and methodologies is a plus.

  Benefits

  • Annual compensation of approximately INR 4,500,000–5,500,000.
  • Full-time remote work opportunity from India.
  • Opportunity to lead large-scale Microsoft Dynamics 365 CE and Power Platform initiatives.
  • Exposure to advanced AI, machine learning, Copilot, and Azure technologies.
  • Leadership responsibility across CRM and full-stack engineering teams.
  • Opportunity to work on complex enterprise integrations and high-volume customer-service platforms.
  • Collaboration with business leaders, technology teams, project sponsors, vendors, and key clients.
  • Opportunities to influence technology roadmaps and customer-experience strategy.
  • Professional growth through exposure to emerging Microsoft and AI capabilities.
  • Opportunity to contribute to innovative, enterprise-scale digital transformation initiatives.