Qureos Mentor

Apollo Technology Solutions LLC

<div><div>Job Title: Technical Support Analyst 
Job Location: Colonial Heights, VA 
Duration: 4 months 
Job Type: Contract 
Interview mode: In-person only 
 
Key Responsibilities:
<ul><li>Identify &amp; Resolve: Act as the primary filter for incoming technical requests, resolving 70-80% of issues on the first call.</li>
<li>Ticketing &amp; Documentation: Maintain detailed logs of all interactions in our ITSM (e.g., ServiceNow).</li>
<li>Remote Troubleshooting: Use remote desktop tools to guide users through software installations, password resets, and connectivity issues.</li>
<li>Escalation: Recognize when a problem is beyond Tier 1 scope and route it to the appropriate specialist with clear, concise notes.</li>
<li>Knowledge Base Growth: Contribute to our internal &quot;How-To&quot; guides to help users (and the team) help themselves. Technical Requirements Operating Systems: Proficiency in Windows 10/11 and macOS environments.</li>
<li>Software Suites: Strong troubleshooting skills in Microsoft 365 (Outlook, Teams, Excel) and cloud-based apps.</li>
<li>Networking Basics: A solid understanding of TCP/IP, DNS, VPN clients, and home Wi-Fi configurations.</li>
<li>Identity Management: Basic experience with Active Directory or Azure AD (password resets, unlocking accounts, group memberships).</li>
<li>Hardware Savvy: Ability to walk a user through cabling, docking stations, and peripheral setups over the phone.</li>
</ul>
 
What We're Looking For:
<ul><li>Communication Skills: The ability to translate &quot;tech-speak&quot; into helpful instructions for non-technical users.</li>
<li>Empathy &amp; Patience: The ability to remain calm and professional when dealing with frustrated or non-technical users.</li>
<li>Active Listening: Picking up on the &quot;clues&quot; a user gives to diagnose an issue they might not have the words to describe.</li>
<li>Clear Communication: The &quot;Translate Tech-to-Human&quot; skill&mdash;explaining complex fixes in simple, jargon-free language.</li>
<li>Multitasking: The ability to type accurate notes while speaking and navigating multiple screens. Our Commitment to You We believe in clear expectations and constant growth. You can expect frequent, constructive feedback, interim evaluations to track your progress, and all the resources you need to master your role and hit your performance goals.</li>
</ul>Requirements &amp; Qualifications: 
Minimum Qualifications
 
Education: Associate's degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).
<ul><li>Technical Proficiency: Hands-on experience troubleshooting Windows/MacOS environments and common hardware (desktops, and laptops).</li>
<li>Compliance Knowledge: Basic understanding of IT security principles and data privacy standards.</li>
</ul>
 
Preferred Skills
<ul><li>Certifications: CompTIA A+, Network+, or Google IT Support Professional Certificate.</li>
<li>Customer Service: A background in Help Desk technical support, ideally in an academic or corporate setting.</li>
</ul>
 
Physical Requirements
<ul><li>Ability to work 100% on-site with possible Telework options Ability to lift and move computer equipment (up to 30 lbs.) and navigate classroom environments to perform installations.</li></ul></div></div>

Technical Support Analyst

<div><div>Job Title: Sr. Portal Developer 
Duration: Long Term 
Location: Middletown, PA/Occasionally Onsite 
 
Note: **Currently remote but can change to hybrid.*** 
** This position is primarily remote, but candidate needs to be onsite one or two weeks per month in Middletown, PA** 
 
Description of Duties
<ul><li>Leads a CE &amp; Power Pages Design &amp; Development team as a hands-on Sr. Portal Developer.</li>
<li>Configure, develop, and thoroughly test self-service portals with the Power Pages system based on the user stories created as part of an Agile Backlog process.</li>
<li>Work closely with, and be a key member of, a small CE CRM &amp; Portal team led by the CE CRM Architect to design and implement the CE CRM &amp; CE Portal solutions with seamless response time.</li>
<li>Understand the business requirements, design effective solutions, and ensure user adoption.</li>
<li>Support the definition of the requirements and lead the design and implementation efforts for team of developers reporting to this position for integrating Dynamics 365 CE with Natural Language IVR, Contact Center applications, self-service portals, SAP S/4 HANA, payment gateways and other aspects as defined in the system design.</li>
<li>Ensure the seamless operational integration and data flow across systems, to provide a seamless best-in-class experience for internal and external customers.</li>
<li>Promote user adoption, through effective change management and support.</li>
<li>Support the development of training programs for end-users, ensuring effective use of Power Pages and Dynamics 365 CE solutions, and the smooth transition for the operations team and customers using these applications.</li>
<li>Provide knowledge transfer to other team members to ensure complete understanding of the overall solution across the technical team.</li>
<li>Provide ongoing technical support and optimization for Power Pages, ensuring best in class performance.</li>
<li>Identify and implement improvements to enhance system operability and user experience.</li>
<li>Design technical solutions that leverage Power Pages and Dynamics 365 CE capabilities, integrating with Contact Center applications and self-service portals.</li>
<li>Collaborate with Functional Leads, Project Managers, and other stakeholders to ensure successful project delivery.</li>
<li>With support from Functional Lead, manage technical aspects of large-scale projects, including requirement gathering, solution design, and testing.</li>
<li>Configure and lead a small team of developers (2-8) to configure Dynamics 365 CE applications Power Pages to meet specific business requirements.</li>
<li>Work with technical teams outside of the CE CRM / Dynamics areas to ensure customizations and integrations are aligned with functional and technical needs.</li>
<li>Build and work with Continuous Integration and Continuous Delivery Pipelines and operate within Application Lifecycle Management best practices, PTC Standards, and PTC Software Development Lifecycle documentation.</li>
<li>Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.</li>
<li>Lead and participate in project team activities for system work efforts related to enterprise systems.</li>
<li>Work independently to accomplish the tasks and duties assigned.</li>
<li>Adhere to and follow all PTC standards, policies, and procedures.</li>
<li>Utilize various software and/or technology tools to perform job duties.</li>
<li>Perform tasks and other duties as assigned by the PTC.</li>
</ul>Experience/Certifications
<ul><li>A minimum of 8+ years' experience in developing and configuring business applications within the Power Platform landscape, with 5+ years on hands on Power Pages self-service portal development experience.</li>
<li>5+ years' experience with web front end development with human centered design approach.</li>
<li>5+ years' experience in business analysis, requirements gathering, and functional solution design.</li>
<li>Experience as a Portal Technical lead or architect on at least 2 implementation projects for high volume call centers.</li>
<li>Requires advanced knowledge of Power Pages and Dynamics 365 CE functionalities and a proven track record of successfully delivering complex projects.</li>
<li>Deep understanding of Power Pages capabilities, including customization, configuration, and user management.</li>
<li>Experience in managing and delivering Portal projects with complex integrations.</li>
<li>Strong knowledge of Contact Center applications (e.g., Telephony &amp; IVR based solutions) and self-service portals.</li>
<li>Strong knowledge of Contact Center applications (e.g., Telephony &amp; IVR based solutions) and self-service portals.</li>
<li>Familiarity with integrating Power Pages and Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.</li>
<li>Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.</li>
<li>Experience in tolling or transportation industry is highly desirable.</li>
<li>Bachelor's degree in computer science, Information Technology, Business Administration, or a related field is desired but not required.</li>
<li>This role must have the following certifications
<ul><li>Dynamics 365 Fundamentals (MB-910).</li>
<li>Microsoft Power Platform + Dynamics 365 Core (MB-200).</li>
<li>Power Platform App Maker Associate (PL-100).</li>
<li>Dynamics 365 + Power Platform Solution Architect Expert (PL-600).</li>
</ul></li><li>This role should have a familiarity with all and be working toward at least some of the following certifications:
<ul><li>MS Dynamics Fast Track recognized support as part of a prior client engagement.</li>
<li>Microsoft Most Valuable Professional (MVP) recognized.</li>
</ul></li></ul>Soft Skills:
<ul><li>Excellent analytical and problem-solving skills.</li>
<li>Strong communication and interpersonal skills.</li>
<li>Ability to lead and collaborate with cross-functional teams.</li>
<li>Detail-oriented with strong organizational and project management skills.</li>
</ul>Additional beneficial skills include:
<ul><li>Enterprise Business Solutions, specifically SAP projects.</li>
<li>ITIL / ITSM practices and methodologies.</li>
</ul><ul><li>Equivalent combination of education and/or experience may be accepted</li></ul></div></div>

Sr. Portal Developer

<div><div>Job Title: Lead Scrum Master BPR &amp; CRM 
Duration: Long Term 
Location: Middletown, PA/Occasionally Onsite 
 
Note: **Currently remote but can change to hybrid.*** 
** This position is primarily remote, but candidate needs to be onsite one or two weeks per month in Middletown, PA** 
 
Job Description of Duties
<ul><li>Scrum Master Role: Serve as a Scrum Master for one or more Agile teams, fostering a culture of collaboration, transparency, and continuous improvement.</li>
<li>Facilitation: Facilitate Agile ceremonies such as daily stand-ups, sprint planning, sprint reviews, and retrospectives.</li>
<li>Stakeholder Management: Act as a liaison between the development team and stakeholders, ensuring clear communication and alignment on project goals and priorities.</li>
<li>Leadership: Provide leadership and guidance to Agile teams, ensuring adherence to Agile principles and practices.</li>
<li>Requirements Gathering: Work closely with stakeholders to gather and define detailed requirements, ensuring alignment with business goals and priorities.</li>
<li>System Integration: Manage integration projects related to SAP and other systems, ensuring seamless functionality across platforms.</li>
<li>Reporting and Metrics: Collaborate with teams to establish and maintain metrics for transparency and to drive continuous improvement.</li>
<li>Customer Service Enhancement: Collaborate with UI/UX teams to improve customer service processes and user interfaces, enhancing overall user experience.</li>
<li>Process Improvement: Identify opportunities for process optimization and efficiency improvements within inventory management, account management, and case handling.</li>
<li>Project Oversight: Monitor project progress and remove impediments to ensure smooth and efficient delivery of sprint goals and overall project milestones.</li>
<li>SAP Integration: Coordinate with SAP experts and teams to ensure seamless integration of SAP solutions into Agile projects and processes.</li>
<li>Training and Support: Provide training and support to end-users on new systems and processes implemented, ensuring smooth adoption and utilization.</li>
<li>Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the PTC. This documentation shall follow the format and / or templates as instructed by the PTC.</li>
<li>Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.</li>
<li>Lead and participate in project team activities for system work efforts related to enterprise systems.</li>
<li>Work independently to accomplish the tasks and duties assigned.</li>
<li>Adhere to and follow all PTC standards, policies, and procedures.</li>
<li>Utilize various software and/or technology tools to perform job duties.</li>
<li>Perform tasks and other duties as related to this position and role and assigned by the PTC.</li>
</ul>Technical Areas Within Scope Of This Position
<ul><li>Account Management - All aspects related to tolling and non-tolling (over dimensional permits, disabled vehicles, etc.), account opening, maintenance, and closing via all channels.</li>
<li>Correspondence - All aspects related to tolling and non-tolling customer communications, via all channels. Includes, but is not limited to, layout and generation of communications through all channels and often a mix of channels.</li>
<li>Inventory Management - All aspects related to inventory management, primarily of tolling transponders and PTC issued gift certificates from analysis to support ordering to all aspect of life cycle to disposition.</li>
<li>Case Management - All aspects related to tolling and non-tolling logging or customer related interactions, done in a case.</li>
<li>Reporting - All aspects related to tolling and non-tolling reporting or any / all system and customer and related functions for internal and external users of the system.</li>
<li>Transaction Processing - All aspects related to PTC customers traveling on PTC roadways, PTC customers traveling on other agency roadways, and other agency customer traveling on PTC roadways and assessing the correct fees for each. Non-tolling activities (permits, disabled vehicles, etc.) are also included.</li>
<li>Billing &amp; Invoicing - All aspects related to the correct fiscal accounting of all transactions processed.</li>
<li>Collections &amp; Toll Enforcement - All aspects related to customers not properly addressing billing and invoicing responsibilities.</li>
<li>Financial Posting &amp; Reconciliation - All aspects related to ensuring the accounting of all billing and invoicing and all fiscal related matters are properly addressed.</li>
<li>Payments - All aspects related to defining and ultimately working to support the development of all payment solution options available to the customers to make payments via any / all of channels.</li>
<li>Customer Service Operations - All aspects related to operations of a back office tolling and non-tolling solution.</li>
<li>Customer Relationship Management (CRM) - UBOS utilized a Microsoft Customer Engagement based CRM, including customer portal. UBOS customer service agents use the CRM to engage with customers while customers can use other channels, portal, mobile app, chatbot, IVR, etc. to self-service. Microsoft CE CRM experience is preferred, but experience with any modern CRM will be considered.</li>
<li>SAP S4 HANA - The fiscal general ledger is SAP S4 HANA. Modules in use include BRIM, FICA, Convergent Mediation, and Analytics Cloud. Experience with SAP and in particular the noted modules is preferred but experience with any modern ERP will be considered.</li>
<li>User Interface (UI) / User Experience (UX) / Customer Experience (CX) - UBOS will provide a best-in-class experience to PTC's customers. Much of this is determined by customer experience when they engage with the system. UI/UX/CX TBA expertise is required for some of the TBA positions.</li>
<li>Customer Channels - UBOS will enable customers to engage with PTC via a wide, and ever growing, number of channel options. Currently channels include portal, mobile app, chatbot, chat, IVR, email, voicemail, SMS, US Government Client mail, walk-ins, phone calls with agents, etc. Additionally, customers must be able to easily transition between channels when it suits them. Channel experience is required for some of the TBA positions.</li>
<li>Data Migration - Data Export, Transformation, and Loading (ETL) is a significant component of UBOS. Data must be migrated from several current systems into the UBOS at multiple phases of the UBOS project to support testing and ultimately go live events. Data migration experience is required for some of the TBA positions.</li>
<li>Tolling expertise - PTC is a tolling agency and the majority of the UBOS customers will be tolling customers. Experience in TBA related activities that support tolling is required for some of the TBA positions.</li>
</ul>Desired Skillset
<ul><li>Bachelor's degree in Computer Science, Engineering, Business Administration, or related field; Master's degree preferred.</li>
<li>Certified Scrum Master (CSM) or similar Agile certification required.</li>
<li>5+ years of experience as a Scrum Master or Agile Coach, with a proven track record of successfully delivering projects in inventory management, account management, case management, and SAP environments.</li>
<li>Strong leadership and mentoring skills, with the ability to lead and motivate cross-functional teams.</li>
<li>Excellent communication, facilitation, and interpersonal skills, with the ability to build strong relationships with stakeholders.</li>
<li>Deep understanding of Agile principles and practices, with experience in Agile tools and methodologies.</li>
<li>Knowledge of UI/UX design principles and customer service enhancements.</li>
<li>Familiarity with the tolling industry and tolling systems is a plus.</li></ul></div></div>

Lead Scrum Master BPR & CRM

<div><div>Job Title: CRM Functional Lead 
Duration: Long Term 
Location: Middletown, PA/Occasionally Onsite 
 
Note: **Currently remote but can change to hybrid.*** 
** This position is primarily remote, but candidate needs to be onsite one or two weeks per month in Middletown, PA** 
 
Description of Duties
<ul><li>Assist with defining functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system.</li>
<li>Work closely with, and be a member of, the team led by the Technical Architect, to understand business requirements, design effective solutions, and ensure user adoption.</li>
<li>Conduct comprehensive business analysis to understand customer service processes and requirements.</li>
<li>Design functional solutions leveraging Dynamics 365 CE capabilities, integrating with Contact Center applications and self-service portals.</li>
<li>Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.</li>
<li>Configure Dynamics 365 CE applications to meet specific business requirements, with a particular emphasis on configuration, by the technical lead and developers.</li>
<li>Support definition of functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, back-office systems (e.g., ERP), and payment gateways.</li>
<li>Ensure seamless functional integration and data flow across systems.</li>
<li>Support, develop, and deliver training programs for end-users to ensure effective use of Dynamics 365 CE solutions.</li>
<li>Promote user adoption through effective change management and support.</li>
<li>Provide ongoing functional support and optimization for Dynamics 365 CE solutions.</li>
<li>Identify and implement improvements to enhance system functionality and user experience.</li>
<li>Manage functional aspects of large-scale projects, including requirement gathering, solution design, and testing.</li>
<li>Lead the definition of functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system.</li>
<li>Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the Commission. This documentation shall follow the format and / or templates as instructed by the Commission.</li>
<li>Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.</li>
<li>Lead and participate in project team activities for system work efforts related to enterprise systems.</li>
<li>Work independently to accomplish the tasks and duties assigned.</li>
<li>Adhere to and follow all The Commission standards, policies, and procedures.</li>
<li>Utilize various software and/or technology tools to perform job duties.</li>
<li>Perform tasks and other duties as related to this position and role and assigned by the Commission.</li>
</ul> 
Minimum Experience/Skillset
<ul><li>Minimum of 7 years of experience in Dynamics 365 CE (Customer Service module) functional implementation.</li>
<li>5+ years' experience in business analysis, requirements gathering, and functional solution design.</li>
<li>Experience in managing and delivering Dynamics 365 CE projects with complex integrations.</li>
<li>Experience as a CE Data Engineer in at least 2 implementation projects where at least 10 million customer accounts and at least 1 billion transactions were migrated.</li>
<li>Experience in migrating systems where CE was tightly integrated with the financial system like SAP or other non-Dynamics 365 based ERP system in real time.</li>
<li>Strong knowledge of Contact Center applications (e.g., Telephony &amp; IVR based solutions) and self-service portals.</li>
<li>Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering complex projects.</li>
<li>Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management.</li>
<li>Strong SQL skills to be able to understand legacy databases and mapping them to Dynamics.</li>
<li>Familiarity with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.</li>
<li>Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.</li>
</ul>Desired Skillset
<ul><li>Experience in the tolling or transportation industry is highly desirable.</li>
<li>Soft Skills:
<ul><li>Excellent analytical and problem-solving skills.</li>
<li>Strong communication and interpersonal skills.</li>
<li>Ability to lead and collaborate with cross-functional teams.</li>
<li>Detail-oriented with strong organizational and project management skills.</li>
</ul></li><li>Additional beneficial skills include:
<ul><li>Enterprise Business Solutions, specifically SAP projects.</li>
<li>ITIL / ITSM practices and methodologies.</li>
</ul></li></ul>Certifications / Education
<ul><li>Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is desired, but not required.</li>
<li>This role should be working toward at least some of the following certifications:
<ul><li>Dynamics 365 Customer Service Functional Consultant Associate (MB-230).</li>
<li>Dynamics 365 Fundamentals (MB-910).</li>
<li>Dynamics 365 + Power Platform Solution Architect Expert (PL-600).</li>
<li>Power Platform Functional Consultant Associate (PL-200).</li>
<li>Microsoft Power Platform + Dynamics 365 Core (MB-200).</li>
</ul></li><li>Equivalent combination of education and/or experience may be accepted.</li></ul></div></div>

CRM Functional Lead

<div><div>Job Title: CRM Functional Analyst 
Duration: Long Term 
Location: Middletown, PA/Occasionally Onsite 
 
Note: **Currently remote but can change to hybrid.*** 
** This position is primarily remote, but candidate needs to be onsite one or two weeks per month in Middletown, PA** 
 
Description of Duties 
The selected Candidate will perform the following duties:
<ul><li>Perform Functional Analyst duties for the planning and requirement gathering phases of this project.</li>
<li>Facilitate meetings with business leaders to elicit As-Is process flows, requirements, and other pertinent information required to reengineer business processes into UBOS.</li>
<li>Conduct reviews and comparisons of current business processes with the best practices, to determine where business process or system changes are necessary.</li>
<li>Anticipate the direction of PTC business areas and recommend new processes or opportunities that will support the UBOS objectives.</li>
<li>Translate business requirements into detailed Service Blueprints, Business Process Flow diagram, Agile Features, and User Stories and support development of technical specifications and solutions.</li>
<li>Enter and track in Azure Development Operations (ADO) Blueprints, Process Flows, Features, User Stories, and related documentation.</li>
<li>Exhibit experience visually modeling the information obtained during elicitation meetings.</li>
<li>Conduct feasibility studies and analyze existing systems to identify areas for improvement.</li>
<li>Identify and define KPIs including business rules, ownership, data sources and optimal visualization.</li>
<li>Stay up-to-date with industry trends and emerging technologies to drive innovation.</li>
<li>Work closely with development teams to ensure the successful implementation of solutions.</li>
<li>Complete projects consistent with PTC and PMO guidelines.</li>
<li>Develop and execute Scenarios, Scripts, and test plans to ensure solutions meet business requirements.</li>
<li>Support training, end-users, and stakeholders.</li>
<li>Demonstrate exceptional critical thinking and problem-solving skills.</li>
<li>Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the PTC. This documentation shall follow the format and / or templates as instructed by the PTC.</li>
<li>Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.</li>
<li>Lead and participate in project team activities for system work efforts related to enterprise systems.</li>
<li>Work independently to accomplish the tasks and duties assigned.</li>
<li>Adhere to and follow all PTC standards, policies, and procedures.</li>
<li>Utilize various software and/or technology tools to perform job duties.</li>
<li>Perform tasks and other duties as related to this position and role and assigned by the PTC.</li>
</ul>
 
Technical Areas Within Scope Of This Position:
<ul><li>Account Management - All aspects related to tolling and non-tolling (over dimensional permits, disabled vehicles, etc.), account opening, maintenance, and closing via all channels.</li>
<li>Correspondence - All aspects related to tolling and non-tolling customer communications, via all channels. Includes, but is not limited to, layout and generation of communications through all channels and often a mix of channels.</li>
<li>Inventory Management - All aspects related to inventory management, primarily of tolling transponders and PTC issued gift certificates from analysis to support ordering to all aspect of life cycle to disposition.</li>
<li>Case Management - All aspects related to tolling and non-tolling logging or customer related interactions, done in a case.</li>
<li>Reporting - All aspects related to tolling and non-tolling reporting or any / all system and customer and related functions for internal and external users of the system.</li>
<li>Transaction Processing - All aspects related to PTC customers traveling on PTC roadways, PTC customers traveling on other agency roadways, and other agency customer traveling on PTC roadways and assessing the correct fees for each. Non-tolling activities (permits, disabled vehicles, etc.) are also included.</li>
<li>Billing &amp; Invoicing - All aspects related to the correct fiscal accounting of all transactions processed.</li>
<li>Collections &amp; Toll Enforcement - All aspects related to customers not properly addressing billing and invoicing responsibilities.</li>
<li>Financial Posting &amp; Reconciliation - All aspects related to ensuring the accounting of all billing and invoicing and all fiscal related matters are properly addressed.</li>
<li>Payments - All aspects related to defining and ultimately working to support the development of all payment solution options available to the customers to make payments via any / all of channels.</li>
<li>Customer Service Operations - All aspects related to operations of a back office tolling and non-tolling solution.</li>
<li>Customer Relationship Management (CRM) - UBOS utilized a Microsoft Customer Engagement based CRM, including customer portal. UBOS customer service agents use the CRM to engage with customers while customers can use other channels, portal, mobile app, chatbot, IVR, etc. to self-service. Microsoft CE CRM experience is preferred, but experience with any modern CRM will be considered.</li>
<li>SAP S4 HANA - The fiscal general ledger is SAP S4 HANA. Modules in use include BRIM, FICA, Convergent Mediation, and Analytics Cloud. Experience with SAP and in particular the noted modules is preferred but experience with any modern ERP will be considered.</li>
<li>User Interface (UI) / User Experience (UX) / Customer Experience (CX) - UBOS will provide a best-in-class experience to PTC's customers. Much of this is determined by customer experience when they engage with the system. UI/UX/CX TBA expertise is required for some of the TBA positions.</li>
<li>Customer Channels - UBOS will enable customers to engage with PTC via a wide, and ever growing, number of channel options. Currently channels include portal, mobile app, chatbot, chat, IVR, email, voicemail, SMS, US Government Client mail, walk-ins, phone calls with agents, etc. Additionally, customers must be able to easily transition between channels when it suits them. Channel experience is required for some of the TBA positions.</li>
<li>Data Migration - Data Export, Transformation, and Loading (ETL) is a significant component of UBOS. Data must be migrated from several current systems into the UBOS at multiple phases of the UBOS project to support testing and ultimately go live events. Data migration experience is required for some of the TBA positions.</li>
<li>Tolling expertise - PTC is a tolling agency and the majority of the UBOS customers will be tolling customers. Experience in TBA related activities that support tolling is required for some of the TBA positions.</li>
</ul>Desired Skillset
<ul><li>The TBA position requires demonstrated experience as a Business or Functional Analyst, on projects of various sizes and subject matter within the government/public sector, ideally in at least 3, or more, of the Technical Areas noted above.</li>
<li>TBA positions require a minimum of 3 years of experience as a Functional Analyst or Technical Analyst in a technology-driven environment.</li>
<li>Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field or additional experience as determined suitable by PTC.</li>
<li>Strong understanding of software development lifecycle (SDLC) and agile methodologies.</li>
<li>Proficiency in business analysis tools and techniques.</li>
<li>Excellent problem-solving and analytical skills.</li>
<li>Strong communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders.</li>
<li>Experience with data analysis and visualization tools (e.g., SQL, Excel, Figma).</li>
<li>Familiarity with project management tools (e.g., MS Project) is a plus.</li></ul></div></div>

CRM Functional Analyst

<div><div>Job Title: CRM Functional Data Migration Engineer 
Duration: Long Term 
Location: Middletown, PA/Occasionally Onsite 
 
Note: **Currently remote but can change to hybrid.*** 
** This position is primarily remote, but candidate needs to be onsite one or two weeks per month in Middletown, PA** 
 
Description of Duties
<ul><li>Serve as the primary expert for Dynamics Customer Engagement (CE).</li>
<li>Manage MS Dynamics aspects of projects, including requirements gathering, defining overall architecture for high performance, integrating with non-Dynamics systems, solution design, and testing with support from functional and technical leads.</li>
<li>Lead the design, configuration, and deployment of Dynamics 365 CE solutions.</li>
<li>Lead the CRM team and the functional and technical implementation and optimization of Dynamics 365 CE solutions.</li>
<li>Conduct comprehensive business analysis to understand customer service processes and requirements.</li>
<li>Design functional solutions that leverage Dynamics 365 CE capabilities, integrating with contact center applications, and self-service portals.</li>
<li>Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.</li>
<li>Support the definition of requirements for integrating Dynamics 365 CE with contact center applications, self-service portals, mobile apps, back-office systems (e.g., ERP), and payment gateways.</li>
<li>Design functional solutions that leverage Dynamics 365 CE capabilities, integrating with Contact Center applications and self-service portals.</li>
<li>Support, develop and deliver training programs for end-users to ensure effective use of Dynamics 365 CE solutions.</li>
<li>Ensure alignment with business needs, and best practices are met.</li>
<li>Ensure seamless functional integration and data flow across systems.</li>
<li>Promote user adoption through effective change management and support.</li>
<li>Provide ongoing functional support and optimization for Dynamics 365 CE solutions.</li>
<li>Identify and implement improvements to enhance system functionality and user experience.</li>
<li>Configure Dynamics 365 CE applications to meet specific business requirements, with a particular emphasis on configuration handled by technical leads and developers.</li>
<li>Fully document all work associated with this position, including technical and functional designs, diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices as directed by the PTC.</li>
<li>Develop and maintain productive working relationships with technology staff, business owners, project sponsors, vendors, and key clients.</li>
<li>Lead and participate in project team activities for system work efforts related to enterprise systems.</li>
<li>Work independently to accomplish assigned tasks and duties.</li>
<li>Adhere to and follow all PTC standards, policies, and procedures.</li>
<li>Utilize various software and technology tools to perform job duties.</li>
<li>Perform tasks and other duties as related to this position and assigned by the PTC.</li>
</ul>Experience / Knowledge
<ul><li>Minimum of 10 years of experience in Dynamics 365 CE (Customer Service module) functional implementations.</li>
<li>7+ years of extensive experience in business analysis, requirement gathering, and functional solution design.</li>
<li>Advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering complex projects.</li>
<li>Proven experience in managing and delivering large-scale Dynamics 365 CE projects with complex integrations.</li>
<li>Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management.</li>
<li>Strong knowledge of Contact Center applications (e.g., Telephony &amp; IVR-based solutions) and self-service portals.</li>
<li>Familiarity with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.</li>
</ul>Education
<ul><li>Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is desired but not required.</li>
<li>Certifications/Recognitions (must have at least one):
<ul><li>MS Dynamics Fast Track recognized Architect for Biz Apps as part of multiple prior client engagements.</li>
<li>Microsoft Most Valuable Professional (MVP) recognition.</li>
</ul></li></ul>Soft Skills:
<ul><li>Excellent analytical and problem-solving skills.</li>
<li>Strong communication and interpersonal skills.</li>
<li>Ability to lead and collaborate with cross-functional teams.</li>
<li>Detail-oriented with strong organizational and project management skills.</li></ul></div></div>

CRM Functional Data Migration Engineer

<div><div><div>Job Title: CE Functional Lead/Architect 
Duration: Long Term 
Location: Middletown, PA/Occasionally Onsite 
 
** This position is primarily remote, but candidate needs to be onsite one or two weeks per month in Middletown, PA** 
 
Description of Duties</div>
<ul><li>Responsible for assisting with the definition of functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system.</li>
<li>Work closely with, and be a member of, the team led by the Technical Architect, to understand business requirements, design effective solutions, and ensure user adoption.</li>
<li>Conduct comprehensive business analysis to understand customer service processes and requirements.</li>
<li>Translate complex tolling business rules into scalable, compliant CRM configurations and integrations with external systems including payment gateways, call center platforms, LPR systems, and other toll collection technologies.</li>
<li>Design functional solutions leveraging Dynamics 365 CE capabilities, integrating with Contact Center applications and self-service portals.</li>
<li>Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.</li>
<li>Configure Dynamics 365 CE applications to meet specific business requirements, with a particular emphasis on configuration, by the technical lead and developers.</li>
<li>Support definition of functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, back-office systems (e.g., ERP), and payment gateways.</li>
<li>Ensure seamless functional integration and data flow across systems.</li>
<li>Support, develop, and deliver training programs for end-users to ensure effective use of Dynamics 365 CE solutions.</li>
<li>Promote user adoption through effective change management and support.</li>
<li>Provide ongoing functional support and optimization for Dynamics 365 CE solutions.</li>
<li>Identify and implement improvements to enhance system functionality and user experience.</li>
<li>Manage functional aspects of large-scale projects, including requirement gathering, solution design, and testing.</li>
<li>Lead the definition of functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system.</li>
<li>Fully document all created work, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices as directed by the PTC.</li>
<li>Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.</li>
<li>Lead and participate in project team activities for system work efforts related to enterprise systems.</li>
<li>Work independently to accomplish the tasks and duties assigned.</li>
<li>Adhere to and follow all PTC standards, policies, and procedures.</li>
<li>Utilize various software and/or technology tools to perform job duties.</li>
<li>Perform tasks and other duties related to this position and role, as assigned by the PTC.</li>
</ul><div>Desired Skillset</div>
<ul><li>Minimum of 10 years of experience in Dynamics 365 CE (Customer Service module) functional implementation.</li>
<li>5+ years' experience in business analysis, requirements gathering, and functional solution design.</li>
<li>Experience in managing and delivering Dynamics 365 CE projects with complex integrations.</li>
<li>Experience in architecting systems where CE was tightly integrated with the financial system like SAP or other non-Dynamics 365 based ERP system in real time.</li>
<li>Strong knowledge of Contact Center applications (e.g., Telephony &amp; IVR based solutions) and self-service portals, with proven experience of at least two implementations where the contact center and self service portals where integrated with Dynamics CE and a financial system like SAP or any other ERP.</li>
<li>Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering complex projects.</li>
<li>Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management.</li>
<li>Strong SQL skills to be able to understand legacy databases and mapping them to Dynamics.</li>
<li>Familiarity with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.</li>
<li>Experience in tolling or transportation industry is highly desirable but not required.</li>
<li>Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is desired, but not required.</li>
<li>This role should be working toward at least some of the following certifications:
<ul><li>Dynamics 365 Customer Service Functional Consultant Associate (MB-230).</li>
<li>Dynamics 365 Fundamentals (MB-910).</li>
<li>Dynamics 365 + Power Platform Solution Architect Expert (PL-600).</li>
<li>Power Platform Functional Consultant Associate (PL-200).</li>
<li>Microsoft Power Platform + Dynamics 365 Core (MB-200).</li>
</ul></li><li>Soft Skills:
<ul><li>Excellent analytical and problem-solving skills.</li>
<li>Strong communication and interpersonal skills.</li>
<li>Ability to lead and collaborate with cross-functional teams.</li>
<li>Detail-oriented with strong organizational and project management skills.</li></ul></li></ul></div></div>

CE Functional Lead/Architect

Join Apollo Technology Solutions LLC and explore 7   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.