Required Skills: CRM Lead Exception

Job Description

Position Title: PTC - CRM Lead Exception
Location: Hybrid; Remote Off-Site and On-Site in Middletown, PA

Note: This position is a hybrid, remote off-site and as needed on-site for meetings for 1 week per calendar quarter based on the schedule set by the PTC.  The resource may be required to provide on-site post go-live support activities, this includes one or more 1–2-week tours of duty on-site on a rotating basis with other team members.  The post go-live support period is planned for the six months beginning immediately after the project is “live” with active customers.  In addition to the PA ePATCH background check, PTC requires a National Criminal Background Check prior to engagement start.

Position Summary:
The Pennsylvania Turnpike Commission (PTC) is seeking a CRM Lead (Developer or Architect);
- Study and understand the PTC’s current, plus desired, Microsoft CE application, configurations, and technologies.
- Coordinate changes and designs to the CBOS and UBOS, plus the PTC’s other technologies, ensuring they meet PTC’s needs and follow standards and policies.
- Architect and build a roadmap for delivery.
- Assign work and manage and mentor a team of CRM and full stack developers.
- Ensure successful delivery for the CRM, portal, and web app as part of the UBOS project.
- Advise PTC leadership on current trends in Microsoft CE applications and functionalities.
- Act as a subject matter expert and represent the PTC in meetings and reports with stakeholders.
- Raise concerns and potential issues to PTC leadership with sufficient detail for decision-making.
- Architect, and Develop Microsoft CE customizations and configurations to meet PTC’s functionality needs.
- Support integrations with middleware, ERP systems, payment gateways, phone systems, etc., which are part of the UBOS ecosystem.
- Act as an expert for Data Migration to Microsoft CRM.
- 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.
- Develop and maintain productive working relationships 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.

Skills and Experience:
- 10+ Years: Expertise in Microsoft CE application development as a lead developer and/or architect
- Certified Microsoft Power Platform or Customer Engagement Fast Track Solution Architect
- Strong experience develop/deploy solutions using D365 CE and Power Platform. Leveraging AI & Machine Learning to build business applications
- Integration experience in an event driven de-coupled architecture, with SAP ERP for pricing, billing, and financial integrations, with payment gateway
- Payment processing including digital wallets, peer-to-peer payment methods, w/ social media, Natural Language IVR, ChatBOT and contact center systems