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CE Functional Lead/Architect

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

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.
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.
Conduct comprehensive business analysis to understand customer service processes and requirements.
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.
Design functional solutions leveraging Dynamics 365 CE capabilities, integrating with Contact Center applications and self-service portals.
Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.
Configure Dynamics 365 CE applications to meet specific business requirements, with a particular emphasis on configuration, by the technical lead and developers.
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.
Ensure seamless functional integration and data flow across systems.
Support, develop, and deliver training programs for end-users to ensure effective use of Dynamics 365 CE solutions.
Promote user adoption through effective change management and support.
Provide ongoing functional support and optimization for Dynamics 365 CE solutions.
Identify and implement improvements to enhance system functionality and user experience.
Manage functional aspects of large-scale projects, including requirement gathering, solution design, and testing.
Lead the definition of functional and technical requirements related to mapping field/entry data from multiple source systems into the Microsoft CE CRM system.
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.
Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
Lead and participate in project team activities for system work efforts related to enterprise systems.
Work independently to accomplish the tasks and duties assigned.
Adhere to and follow all PTC standards, policies, and procedures.
Utilize various software and/or technology tools to perform job duties.
Perform tasks and other duties related to this position and role, as assigned by the PTC.

Desired Skillset

Minimum of 10 years of experience in Dynamics 365 CE (Customer Service module) functional implementation.
5+ years' experience in business analysis, requirements gathering, and functional solution design.
Experience in managing and delivering Dynamics 365 CE projects with complex integrations.
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.
Strong knowledge of Contact Center applications (e.g., Telephony & 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.
Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering complex projects.
Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management.
Strong SQL skills to be able to understand legacy databases and mapping them to Dynamics.
Familiarity with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.
Experience in tolling or transportation industry is highly desirable but not required.
Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is desired, but not required.
This role should be working toward at least some of the following certifications:
- Dynamics 365 Customer Service Functional Consultant Associate (MB-230).
- Dynamics 365 Fundamentals (MB-910).
- Dynamics 365 + Power Platform Solution Architect Expert (PL-600).
- Power Platform Functional Consultant Associate (PL-200).
- Microsoft Power Platform + Dynamics 365 Core (MB-200).
Soft Skills:
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills.
- Ability to lead and collaborate with cross-functional teams.
- Detail-oriented with strong organizational and project management skills.