CRM Lead

Job Description:

The CRM Lead will serve as the principal architect and delivery manager for the Pennsylvania Turnpike Commission's (PTC) Unified Business Operations System (UBOS) CRM and portal initiatives. This role oversees Microsoft Dynamics 365 Customer Engagement (CE) design, development, integration, and deployment, leveraging Azure AI and Power Platform technologies to enhance customer experience, automate workflows, and drive enterprise modernization.

Key Responsibilities:

• Analyze and document PTC's existing and desired Microsoft CE architecture and configurations.
• Architect and implement CRM solutions aligned with PTC standards, policies, and business needs.
• Design and maintain roadmaps for CRM, web app, and portal delivery within UBOS.
• Lead, mentor, and assign work to CRM and full-stack development teams.
• Advise leadership on Microsoft CE, Power Platform, and Azure AI trends.
• Ensure full documentation of designs, configurations, and lessons learned per PTC templates.
• Develop custom Microsoft CE solutions and integrations with ERP, payment, phone, and middleware systems.
• Serve as subject matter expert for CRM data migration and integration.
• Manage stakeholder engagement, technical communications, and cross-functional collaboration.
• Lead project team activities for enterprise system development and ensure adherence to standards.
  
  

Minimum Experience:

• 10 years implementing Microsoft CE systems.
• 10 years developing CRM solutions using .NET, JavaScript, Python, React, SSIS, and Reporting Services.
• 5 years as a Microsoft Certified FastTrack Solution Architect for Business Applications.
• 2 years leveraging Azure AI/ML within Dynamics 365 CE applications.
• Delivered at least two certified FastTrack Business Applications projects.
• Delivered at least one AI-enhanced CRM project (chatbots, Copilot, or Azure AI integrations).
• Experience implementing Dynamics Contact Center solutions.
• Proven success in CRM data migration, ERP integrations, and omnichannel customer service solutions.
• Experience with Human-Centered Design and high-volume contact center CRM applications.
• Proficient in Microsoft Office 365 and ADO Testing Module.
  
  

Required Skillset:

• Microsoft Power Platform or Customer Engagement FastTrack Solution Architect certification.
• 10 years of advanced Microsoft CE development and architecture experience.
• Expertise integrating D365 CE and Power Platform with SAP ERP, payment gateways, IVR/ChatBOT systems, and social media in omnichannel environments.
• Strong leadership in designing event-driven, decoupled architectures for enterprise systems.
  
  

Desired Skillset:

• SAP Enterprise Business Solutions experience.
• Familiarity with ITIL / ITSM practices and frameworks.
  
  

Certifications / Education:

• Bachelor's degree in Business Management, Information Systems, or related field (or equivalent experience).
• Microsoft MVP in Business Applications, Customer Experience, Power Apps, or CoPilot Studio preferred.
• Microsoft Certified Solution Architect for Business Applications (5 years).
• Azure AI Fundamentals or equivalent certification.
• Microsoft Dynamics-related certifications.
  
  

Engagement Requirements:

• Must attend quarterly onsite meetings at PTC's Middletown, PA offices.
• Must attend an onsite orientation in Middletown, PA to collect issued equipment (travel not reimbursed).
• May be required for post go-live onsite rotations (1–2 weeks per rotation).
• No additional compensation for travel if located within 3-hour commuting distance.