• Drive Microsoft Dynamics Customer Service Application implementations through all project phases, including discovery, definition, build, test, and deploy.
• Responsible to design innovative and practical end-to-end technical solution of Microsoft Dynamics Customer Service Application, in line with the business strategy and objectives of the LOB.
• Collaborate with Solution Architects from other LOBs to identify synergies in solutions and to adopt and standardize common tools and technologies across organization
• Provide technical mentoring to the technical leads and review / contribute to the artefacts delivered, including Technical Architecture, Functional and Non-functional requirements, Interface specifications and solution design documents.
• Manage and drive continuous development of industry-specific accelerators (templates, best practices, automation tools) for faster delivery.
• Interact regularly with business units to determine their needs and to develop plans for improving delivery.
• Implement automation to improve monitoring, reporting and continuous improvement of Production systems.
• Facilitate the definition of project goals, tasks and resource requirements; resolve or assist in the resolution of conflicts within and between projects or functional areas; develop methods to monitor project progress.
• Liaise with external suppliers and internal departments / IT teams to collaborate and design and implement robust MSD Customer Service Application solutions and interfaces between applications.
• Document technical risks and issues, and actively work to avoid, mitigate, resolve risks and technical debt.
• Drive innovation, to ensure that solutions drive value to the business and customers
• Ensure system designs are manageable, maintainable, scalable, resilient, sustainable, cost effective whilst addressing business requirements.
• Responsible to correctly apply across programs/projects and products the relevant technical strategies, policies, standards and practices.
• Lead root cause analysis of reported critical incidents in operational production systems and recommend/ ensure implementation of effective preventive actions to avoid repetition
• Anticipate project issues and risks before they occur, and work with the team to identify and implement solutions or mitigations with relevant stakeholders

• 10+ years of professional experience in IT industry.
• 7+ years of experience implementing and managing Customer Service Application solutions at an enterprise level (Microsoft Dynamics CRM / Dynamics 365).
• Very strong hands-on experience in Microsoft technologies like C#, SQL, CRM SDK, CRM Plugins, Power Apps, Power BI, & Power Automate (formally known as Flow).
• Strong understanding of application architecture, identification of NFR and Cloud Cyber Security Questionnaires
• Expert in Microsoft Dynamics Customer Service Application (Cloud) with 2 plus years of experience.
• Experience developing & deploying business applications using Microsoft’s Dynamics Power Platform.
• Must have experience with full life-cycle implementation of Dynamics 365 – Customer Service Application.
• Knowledge of Dev Ops, Dev Sec Ops methodologies and Software Quality Assurance processes
• Expertise in area(s) of Solution Architecture, Enterprise Integration patterns and software design and development
• Expertise in Product and Solution Design of Large-scale applications
• Ability to create system roadmaps based on business goals.
• Ability to recognize industry technology trends and emerging technologies, understands how they apply to different units in QR
• Must have good analytical and problem-solving skills and ability to troubleshoot and solve problems
• Ability to foster teamwork among team members.
• Ability to lead a diverse group of project stakeholders and members towards successful delivery of a project.
• Excellent interpersonal communication and organizational skills.

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