Description of Duties
• Configure and develop the PTC’s Microsoft CE CRM system based on the functional and technical tasks developed as part of an Agile Backlog process.
• Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.
• Work closely with and be a member of a team led as assigned by the PTC to implement solutions as defined.
• Support the Function Lead in the definition of functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, SAP, and
payment gateways.
• Under the direction of the Microsoft CRM CE Sr Developer / Designer:
o Ensure the seamless integration, best in class performance, and efficient data flow across systems.
o Support the development of training programs for end-users to ensure effective use of Dynamics 365 CE solutions.
o Promote user adoption through effective change management and support.
o Provide ongoing support and optimization for Dynamics 365 CE solutions.
o Identify and implement improvements to enhance system functionality and user experience.
o Configure Dynamics 365 CE applications to meet specific business requirements.
o Configure Dynamics 365 Customer Service functionality including Channels, Workstreams, Unified Routing, etc. for Omnichannel features.
o Work with technical teams to ensure customizations and integrations are aligned with functional needs.
o 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.
• 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 as related to this position and role and assigned by the PTC.
Minimum Experience
• 5+ years’ experience in developing and configuring business applications within the MS Dynamics 365 CE CRM landscape.
• 3+ experience configuring Dynamics 365 Customer Service functionality including Omnichannel, Unified Routing, PCF, etc.
• 7+ years of .Net experience writing plug in code for Dynamics CE.
• 3+ years of REACT experience.
• 3+ years of Power Automate experience.
• 2+ years of PowerBI experience.
Desired Skillset
• Deep understanding of Dynamics 365 CE capabilities including Dynamics 365 Customer Service, including customization, configuration, and user management.
• Strong knowledge of Contact Center applications (e.g., Telephony & IVR based solutions), self-service web portals, and native mobile applications.
• Requires advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering at least 2 Dynamics CE implementation
projects for high volume contact centers.
• Requires hands on experience with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.
• Familiarity with Agile development methodologies.
• Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.
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.
• Additional beneficial skills include:
• Enterprise Business Solutions, specifically SAP projects
• ITIL / ITSM practices and methodologies
Certifications / Education
• This role should have the following certifications:
o Dynamics 365 Fundamentals (MB-910).
o Microsoft Power Platform + Dynamics 365 Core (MB-200).
o Power Platform App Maker Associate (PL-100).
o Dynamics 365 Customer Service Functional Consultant Associate (MB-230).
o Power Platform Developer Associate (PL-400)
o This role should be working towards the following certifications:
o Power Platform Functional Consultant Associate (PL-200).
o Dynamics 365 + Power Platform Solution Architect Expert (PL-600).
• MS Dynamics Fast Track recognized architect.
• Microsoft Most Valuable Professional (MVP) recognized.
