Technical Delivery Lead - Dynamics CRM

Key Responsibilities:
* Technical Leadership: Serve as the lead technical expert for Dynamics CRM, guiding the development team in design, customization, and implementation while ensuring adherence to best practices.
* Project Delivery: Manage technical delivery of multiple CRM projects from inception through deployment, maintaining alignment with business objectives, timelines, and budgets.
* L3 Support & Troubleshooting:
* Act as the primary escalation point for complex CRM issues, providing Level 3 support and troubleshooting assistance to ensure timely resolution of critical incidents.
* Diagnose, analyze, and resolve high-level application, performance, or integration issues.
* Collaborate with support teams to establish protocols for root cause analysis, resolution documentation, and knowledge sharing.
* Solution Design: Collaborate with business stakeholders to design scalable and secure CRM solutions that meet current and future requirements.
* Development Oversight: Oversee the development and configuration of CRM customizations, integrations, and workflows, ensuring high-quality standards and robust functionality.
* Stakeholder Communication: Translate technical concepts into non-technical language to manage stakeholder expectations and promote clear communication across teams.
* Quality Assurance: Integrate QA processes, testing, and performance monitoring throughout the project lifecycle to mitigate risks and ensure optimal performance.
* Continuous Improvement: Drive process improvements and enhancements within the CRM environment, identifying opportunities for increased efficiency and support readiness.

Qualifications:
* Experience: Minimum of 6+ years in Dynamics CRM or Dynamics 365 CE with 3+ years in a technical leadership role, including L3 support responsibilities.
* Technical Expertise: Advanced knowledge of CRM customizations, plugin development, workflows, Power Platform (PowerApps, Power Automate), and integrations with other enterprise applications.
* L3 Support Experience: Proven experience in handling escalated technical issues, with strong diagnostic and root cause analysis skills.
* Project Management: Familiarity with Agile or Waterfall project management methods; ability to manage multiple priorities and meet project deadlines.
* Communication Skills: Strong written and verbal communication skills for collaborating effectively with both technical and business stakeholders.
* Problem-Solving: High-level analytical and troubleshooting skills to address complex issues efficiently and implement reliable solutions.
* Certifications (preferred): Microsoft Certified: Dynamics 365 Fundamentals, Dynamics 365 Customer Engagement, or other relevant Microsoft certifications.