What are the responsibilities and job description for the Customer Relationship Management Lead position at e&e IT Consulting Services, Inc.?
e&e is seeking a Customer Relationship Management (CRM) Lead for an onsite contract opportunity in Harrisburg, PA!
We're seeking an experienced CRM Lead to drive the architecture, development, and delivery of enterprise Microsoft Dynamics 365 Customer Engagement (CE) and Power Platform solutions. In this hands-on leadership role, you'll lead a team of developers, design scalable CRM solutions, oversee enterprise integrations, and leverage Azure AI and Microsoft Copilot to enhance customer experiences.
Key Responsibilities:
- Lead the architecture, design, and delivery of Microsoft Dynamics 365 Customer Engagement (CE) and Power Platform solutions.
- Manage, mentor, and provide technical leadership to CRM and full-stack development teams.
- Develop CRM customizations, integrations, and enterprise solutions using modern Microsoft technologies.
- Drive CRM strategy, roadmap development, and successful project delivery.
- Lead data migration efforts and integrations with ERP systems, payment platforms, contact centers, and third-party applications.
- Leverage Azure AI, Microsoft Copilot, and automation technologies to enhance customer experience.
- Serve as the CRM subject matter expert, collaborating with business and technical stakeholders.
- Ensure solution quality through documentation, governance, and adherence to development best practices.
Required Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Information Systems, Business, or related field (or equivalent combination of education and experience).
- Experience implementing Microsoft Dynamics 365 Customer Engagement (CE) solutions.
- CRM application development experience using: Microsoft .NET, JavaScript, React, Python, SQL Server Integration Services (SSIS), SQL Server Reporting Services (SSRS)
- Extensive experience designing and implementing enterprise-scale Microsoft Dynamics 365 CE and Power Platform solutions.
- Strong experience leading CRM architecture, technical design, and development teams.
- Hands-on experience implementing Azure AI, Microsoft Copilot, and machine learning capabilities within CRM solutions.
- Experience implementing enterprise data migration projects into Microsoft Dynamics CRM.
- Proven experience integrating CRM solutions with ERP systems, payment platforms, middleware, customer service applications, and third-party systems.
- Experience implementing high-volume customer service solutions including: Customer portals, Contact center platforms, Chatbots, Natural Language IVR, Omnichannel customer engagement
- Strong understanding of Human-Centered Design principles.
- Experience working with Azure DevOps (ADO) and modern Agile development methodologies.
- Strong communication, leadership, documentation, and stakeholder management skills.
Preferred Qualifications:
- Microsoft Power Platform or Dynamics 365 Customer Engagement FastTrack Solution Architect certification.
- Microsoft Dynamics 365 certifications.
- Microsoft MVP designation in Business Applications, Customer Experience, Power Apps, or Copilot Studio.
- Azure AI Fundamentals or comparable AI/Machine Learning certification.
- Experience with Microsoft Contact Center solutions.
- Knowledge of SAP ERP integrations and enterprise business solutions.
- Experience with event-driven, decoupled enterprise architectures.
- Familiarity with ITIL and IT Service Management (ITSM) best practices.