Job Description:
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 defining functional requirements for integrating Dynamics 365 CE with Contact Center applications, self-service portals, SAP, and payment gateways. Ensure the seamless integration, best in class performance, and efficient data flow across systems. Support the development of training programs for end-users to ensure effective use of Dynamics 365 CE solutions. Promote user adoption through effective change management and support. Provide ongoing support and optimization for Dynamics 365 CE solutions. Identify and implement improvements to enhance system functionality and user experience. Configure Dynamics 365 CE applications to meet specific business requirements. Configure Dynamics 365 Customer Service functionality including Channels, Workstreams, Unified Routing, etc. for Omnichannel features. Work with technical teams to ensure customizations and integrations are aligned with functional needs. 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 assigned by the PTC. 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.
