Manager, IT​/Tech

Roles and Responsibilities :

Serve as CRM solution consultant and if required, perform hands-on delivery of customer interaction solution (Microsoft Dynamics 365 Customer Service, Marketing & Sales modules)
Requirements Gathering:  Collaborate with stakeholders to understand their business needs and objectives. Elicit, document, and analyze business requirements and processes.
Process Mapping:  Create detailed process maps and workflows to illustrate current and future state processes. Identify bottlenecks and areas for optimization. Prepare clear and concise documentation, including business requirements documents, use cases, and user stories.
Solution Design:  Work with cross-functional teams to design and propose solutions, including software enhancements, process improvements, and organizational changes.
Process Optimization:  Analyze and redesign business processes to maximize efficiency and effectiveness. Recommend and implement improvements in collaboration with client teams.
Deploy understanding of detailed MS Dynamics CRM configuration:  Use customization and MS Dynamics 365 CRM architecture & landscape
Use prior experience with MS Dynamics 365 CRM configuration :
Apply thorough knowledge & hands-on experience of MS Dynamics Customer Service, Marketing and Sales modules as well as Power Platform expertise.
Work with the client and implementation team : to conduct design sessions, requirement gathering sessions, drive backlog grooming sessions, create user stories and acceptance criteria, give regular working demos to all stakeholders during sprint reviews, functional testing, solution design and implementation activities.
Be a member and/or lead the project delivery workstream across phases.
Extensive Microsoft D365 Customer Service, Marketing & Sales Implementation experience and developing enhancements:  Across life cycle with multiple geographies and work as a CRM solution consultant.
Provide best practices direction and implement approach based on MS Dynamics 365 CRM standards.
Develop innovative, fact-based, and achievable strategies  and operating models after evaluation of multiple strategic options.
Develop knowledge of prevailing trends , financials, and operating drivers across multiple industry segments.
Participate in pre-sales activities  including response to RFPs, creating ‘Proof of Concept (POC), creating effective presentations, demonstrating solutions during client orals, effort, and cost estimation process, etc.
Participate in practice-specific initiatives  including creating ‘Point of View’, creating reusable assets on industry wise Sales Life cycle, performing analysis on industry research and market trends and bringing in innovative solutions, etc.
Participate in growing the MS Dynamics practice
Bring your best skills forward to excel at the role:
Leverage expertise in designing key tools:  Apply the 5-6 years of expertise in MS Dynamics CRM 365 Customer Service, Marketing and Sales, Case Management, Telephony Integration, Omni-Channel Routing, Service Analytics, Sales and Service Process, D365 Marketing features and Automation.
Enable MS Dynamics 365 CRM solution:  Apply this to facilitate solution build on MS Dynamics CRM ecosystem (Customer Service, Marketing, Sales, etc.).
Apply key business Analysis skills:  Focus on process analysis and designing/redesigning Customer Service and Marketing processes with the purpose of resolving process bottlenecks and pain areas.
Hands-on with MS Dynamics 365 Customer Service, Marketing, Sales –  Power Platform knowledge Good to Have.

Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements.
Ability to work in high-paced and complex projects and understand…