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**Job Description** **Role Title:** Manager- IT Services (CRM Techno-functional Specialist) **Reporting To:** Assistant General Manager- IT Services **Location of Posting:** Corporate office, Vadodara **Position Overview** The **CRM Techno-Functional POC** is a senior-level role responsible for leading the end-to- end design, implementation, governance, and continuous improvement of the Microsoft Dynamics 365 Customer Engagement (CE) ecosystem. This position acts as the central SME, solution architect, and functional owner for CRM processes across Sales, Customer Service, Marketing, Field Service, and Project Operations. The role requires a blend of **deep functional knowledge**, **hands-on technical expertise**, and **strong business process understanding** to translate organizational needs into scalable, high-performing CRM solutions. The CRM Techno-Functional POC partners closely with Business Stakeholders, IT, SAP S/4HANA teams, and external vendors to ensure seamless integration, superior user experience, and consistent value realization from the D365 and Power Platform stack. This position also owns the **CRM governance model**, backlog management, release planning, and solution integrity across multiple environments. The role ensures standardization, data quality, process optimization, and secure role-based access aligned with industry best practices and organizational compliance policies. **Key Responsibilities:** - Map CRM opportunity stages to **estimate classes, gates, and risk reviews**. - Integrate with **estimation tools, document control (DMS), e-sign**, and **project** **controls**. - Include **supplier/partner contact management**, prequalification tracking, and **client** **correspondence logs**. - Track **contract types (LSTK/EPCM/T&M)** and downstream handover to **Project** **Execution**. - Business Analysis & Process Design - Solution Architecture (Techno-Functional) - Configuration & Customization - Integrations & Ecosystem Management - Data Management & Quality - Data Management & Quality - Testing & Release Management **Education Qualification:** Graduation in IT / B.E.-CSE or B.E. IT / BCA / MCA from recognized university. **Experience:** - 7-12 years of functional hands-on experience with D365 Knowledge and experience deploying solutions using Power Platform applications. - Expertise in Power Automate, Power Pages, Power BI, Power Apps Knowledge of key end to end business processes including but not limited to: Lead to Order, Field Service, Pricing Procedure, Quote Comparison, Credit Management and hold/release functionality, CRM Dashboard , Segment level customization, Controlled setup based on Role assignment to specific user or group users. - Integration with SAP S4 HANA platforms. CE Apps are : Sales, Customer Service, Marketing, Field Service, Project Operations **Technical Competencies/Skills:** • Minimum **7+ years of experience** working on the Microsoft platform, with a strong focus on **Dynamics 365 CRM**. • Knowledge of C# is required. • Hands-on expertise in **configuring and setting up D365 applications**. • Proven experience in **solution design and technical architecture**. • Proficiency in **data conversion**, including data transformation and loading into D365. • Ability to **coach, guide, and mentor** junior team members and existing resources to support talent development. • Strong skills in developing **Plugins and Custom Workflows**. • Expertise in **JavaScript client-side scripting**. • Experience working with **integration frameworks**, including Web API and REST API. • Capability to **review and validate business processes** and translate them into CRM-based process scenarios. • Experience conducting **unit testing** for CRM business processes. • Strong **technical writing and documentation** skills. **Behavioural Competencies:** • Proactive, motivated, and driven, Ethical team player, Strong interpersonal skills, Emotional maturity, • Multitasking, Self-motivated with the ability to work in a fast-moving environment, Strong verbal skills.