IT Professional Services Role Name: CRM Developer
Number of Resources required:          One (1) role
Experience: minimum of 5 years of experience in a CRM Developer or related position. Due to the nature of work/project(s) a combination of education and experience shall be considered if the mandatory is not met. Such as IT certifications with 10+ years of experience.
 

1. Background

The engagement is to hire one (1) Customer Relationship Management (CRM) Developer with the requisite skills, background, experience and professional accreditation to lead the build and development of Microsoft Dynamics 365  CRM aligned with the TPS’s reference architecture governed by the Enterprise Architecture Office (EAO), IT Risk Management.

The TPS is looking to leverage Dynamics 365 to foster authentic relationships with communities and to facilitate two way information flow. Key focus areas include supporting community safety and well-being through crime prevention and digital experiences facilitated by a Community Relationship Management (CRM). The CRM platform is intended to allow proactive engagement, transparent communication, and share vital information to ensure a secure, inclusive, and thriving environment.

The successful candidate will take the CRM Developer role to help the client grow and adopt the Dynamics 365 platform, support the delivery of various use cases on Dynamics, and enable innovation through continuous, hands-on, configuration management, integration and deployment across the technology stack.
 

1. Objectives

The objective of this engagement is to receive services for building Dynamics CRM platform in support of various project initiatives with capabilities in  customer engagement, data storage, analytics, reporting, and visualization.
 

1. Deliverables

The CRM Developer selected for this role is responsible for activities and deliverables including, but not limited to:
 

1. Develop conceptual solution design and document technical standards and best practices.

2. Produce requirements document, market research, journey map and technology review report.

3. Build POC and demonstrate results.

 

1. Provide solution design document with required architecture diagrams and level of details.

2. Create implementation plan and manage the associated changes and releases.

3. Configure the CRM platforms and automated flows in cloud.

4. Build custom components such as interfaces, scripts, and utilities.

5. Build test plan, user acceptance tests and present test results.

6. Go live checklist and plan

7. Training sessions and training document

8. Other functions as needed by the EAO.

 

1. Description of Work

 

1. The resource will adhere to client core values and working terms.

2. Defines and documents the overall CRM architecture and design decisions to meet stakeholder requirements, ensuring the solution aligns with business goals and processes and fit within the enterprise and service context.

3. Act as a subject matter expert, facilitate discussions with business and technical stakeholders to extract critical business requirements and presents a technical vision and solution(s) in the form of software products, modules, configurations, customizations and integrations to meet those needs within Dynamics 365 CE and Power Platform.

4. Owns the specifications and requirements and collaborates with enterprise architects, solution architects, application developers & engineers, data scientists, and information designers to assess the systems’ architecture currently in place, lead identification and definition of required data structures, formats, metadata, pipelines and automation capabilities.

5. Works collaboratively to prototype new data entities and data definitions with a high degree of accuracy.

6. Address aspects such as data privacy & security, data ingestion & processing, data storage & compute, analytical & operational consumption, data modelling, data virtualization, self-service data preparation & analytics, middleware and API integrations.

7. Provide timely reports on the status of the project as well as any unforeseen issues to management and to business.

8. Be a SaaS evangelist by educating a variety of stakeholders on the value of cloud, data services and adherence to standards, best practices and reference architecture.

9. Develop conceptual system design, review market landscape, conduct technology research, and build Proof of Concept (POC) demonstrations;

 

Work closely with Enterprise Architecture, Analytics and Innovations team and other business partners to confirm the right technology.

1. Develops and maintains secure enterprise workflows, forms, custom fields and other Dynamics 365 entities in accordance with defined requirements.

2. Develops and integrate CRM features between different systems and enterprise source systems using relevant platforms.

3. Implements CRM platform applications to enable responsive mobile application delivery. Utilize power platform for creating apps, pages, flows and reports.

4. Installs and configures relevant CRM modules such as sales, marketing customer service, etc.

5. Develops enterprise dashboards that contains Key Performance Indicators (KPIs) and enterprise analytics within the solution such as Microsoft Power BI for managers and staff.

6. Performs system configuration, data migration, and deployment activities to ensure successful implementation of Dynamics CRM.

7. Creates, implements and reviews high quality source code for new application(s) including testing and debugging on the CRM platform. Maintains system components using platform tools and/or custom code. Analyzes, utilizes and maintains code repositories for branches, merges, packaging, releases and code documentation.

8. Enhance efficiency of development, testing and release process; develop tools and frameworks to ensure robust and high-quality delivery of Dynamics 365 Implementations.

9. Inspects systems and applications for data integrity, service availability and performance. Plans pre-emptive actions to ensure optimal performance.

10. Document technical risks and issues, and actively work to avoid, mitigate, and resolve risks and technical debt. Identifies opportunities and recommends adoption of new technologies that will enhance reliability and service delivery.

11. Stays current on Dynamics 365 for Customer Engagement, Power Platform, Azure and related technologies.

12. Train and educate ITS operations and technical staff, application personnel and user groups. Develops and documents operational procedures to coordinate system processes.

13. Performs other related duties as required.

14. Performs typical duties inherent to the job.

 

1. Transfer of Knowledge

This engagement requires the transfer of knowledge to client’s personnel including, but not limited to training and coaching the end users/ITS, documenting knowledge and lessons learned.

 

1. Education, Training, Certifications or Designations Required Mandatory

2. Bachelor Degree in Computer Science or related discipline or an equivalent combination of education, training and/or experience

3. Combination of education, training, certifications and designations in the data management disciplines

4. Microsoft Azure Certification at Associate level and above. Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate and Microsoft Certified: Power Platform Solution Architect Expert preferred.

 

Preferred

1. Data modeling

2. Data storage

3. Data ETL and integration

4. Data analytics

5. Dynamics sales, customer service, customer insights, ERP and business central

6. Power Platform

7. Azure technology stack

8. Enterprise architecture

 

1. Knowledge, Skills and Experience Required Mandatory

2. Minimum of 5 years of experience in a data architect or related position

3. Minimum of 5 years of experience leading CRM and data projects that use the Microsoft Azure technology stack  and specifically Dynamics  365 and Power Platform.

4. Minimum of 3 years of project hands-on experience in Azure cloud platforms

 

Preferred

 

1. 5+ years experience building solutions using Microsoft Dynamics 365 and Power Platform

2. 3+ years experience integrating services such as Microsoft Power Automate and data connectors.

3. 3+    years    experience    in    data    management, analytics,      reporting,        and visualization

 

1. Experience working with Dynamics 365/CRM SDK to build plugins, custom workflows, general and complex CRM applications.

2. Proven experience integrating within Microsoft Dynamics, Power Platform and Azure, services such as Logic Apps, Power Automate, Azure Functions, external/internal APIs, third party services and custom data connectors ensuring secure and seamless data flow within the environment.

3. Demonstrated ability in designing and configuring DevOps CI/CD environments, pipelines and data testing automation.

4. Good knowledge and experience coding with .NET and C# programming language.

5. Practical, hands-on, experience developing solutions with modern Front-End technologies (JavaScript and one chosen framework: Vue/Nuxt, React/Next, Svelte, Angular).

6. Knowledge of design patterns usage, clean code, versioning and code review best practices.

7. Knowledge and experience in data governance projects such as metadata management, master data management, information lifecycle management.

8. Knowledge and experience in ER data modeling, multi-dimensional data modeling, and SQL/NoSQL data modeling.

9. Knowledge of industry standards, best practices and benchmarks in the data management and storage management disciplines.

10. Knowledge and application of various project management methodologies such waterfall and agile/scrum etc.

11. Proficiency in managing IT changes and releases in compliance with general IT controls and  governance policies and processes such as project management processes, change management processes, and enterprise architecture review processes.

12. A track record of successful CRM development and integration projects and case studies.

Soft Skills Required

 

1. Strong verbal, reading comprehension and written communication skills

2. Self-motivated in learning new technologies

3. Customer relationship and time-management skills

4. Requirements and information gathering skills

5. Collaboration and team building skills

6. Strong problem solving and analytical skills

7.         Meeting facilitation and presentation skills