CRM Lead​/Power Platform Solution Architect

Middletown, United States | Posted on 10/22/2025

Location-Middletown, PA

• Studyand 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 UBOSproject.
• Advise
  
  PTC leadership on current trends in Microsoft CE applications and functionalities.
• Actas 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’sfunctionality needs.
• Supportintegrations with middleware, ERP systems, payment gateways, phone systems,etc., which are part of the UBOS ecosystem.
• Actas 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 theformat 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.
• Leadand participate in project team activities for system work efforts related to enterprise systems.
• Work independently to accomplish the tasks and duties assigned.
• Adhereto 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 thePTC.

• 10 years of Microsoft CE application software systems implementation experience.
• 5 years as a Microsoft certified Fast Track solution architect for business applications.
• 2 years of experience leveraging Azure AI services and Machine Learning for developing Microsoft D365 CE business applications.
• Delivered 2 projects as a certified Fast Track project for Business Applications.
• Delivered 1 successful implementations leveraging AI technologies to enhancecustomerservice operations, including Development and implementation ofAI-driven chatbots and virtual assistants, Leveraging Copilot and Azure AI for Microsoft Dynamics CRM solution deployment.
• Hands-on experience with Dynamics Contact Center solution deployment, including abilityto manage and optimize communication processes, improving efficiency and customer satisfaction.
• Conducted training sessions on AI tools and Dynamics Contact Center features, ensuring team members are proficient and up-to-date with the latest technologies.
• Proven implementation experience in Data Migration to Microsoft CRM from othernon-COTs account management systems.
• Proven implementation experience in developing integrations with ERP systems and data repositories.
• Implemented high-volume contact center applications, including CRM, Portal, and Mobile Appsfor customer service, Natural Language Interactive Voice Response (IVR),ChatBOT functions enabled.
• Strong understanding of Human Centered Design Approach for product development
• Proficient in the Microsoft Office 365 suite of business software including Teams, Word,Excel, and PowerPoint.
• Proficient in the Microsoft ADO Testing Module.
• Equivalent combination of education and/or experience may be accepted.

Required Skillset:

• Be a certified Microsoft Power Platform or Customer Engagement Fast Track Solution Architect.
• Must have at least 10 years of expertise in Microsoft CE application development as a lead developer and/or architect.
• Strong proven technical experience in developing and deploying multiple cutting-edge technology solutions using D365 CE and Power Platform and leveraging AI and Machine Learning to build business applications to streamline customer experience.
• Integrat…