CRM Lead / Power Platform Solution Architect

Middletown, United States | Posted on 10/22/2025 Location-Middletown, PA Responsibilities Studyand understand the PTC’s current, plus desired, Microsoft CE application,configurations, and technologies. Coordinatechanges and designs to the CBOS and UBOS, plus the PTC’s other technologies,ensuring they meet PTC’s needs and follow standards and policies. Architectand build a roadmap for delivery. Assignwork and manage and mentor a team of CRM and full stack developers. Ensuresuccessful delivery for the CRM, portal, and web app as part of the UBOSproject. AdvisePTC leadership on current trends in Microsoft CE applications andfunctionalities. Actas a subject matter expert and represent the PTC in meetings and reports withstakeholders. Raiseconcerns and potential issues to PTC leadership with sufficient detail fordecision-making. Architect,and Develop Microsoft CE customizations and configurations to meet PTC’sfunctionality needs. Supportintegrations with middleware, ERP systems, payment gateways, phone systems,etc., which are part of the UBOS ecosystem. Actas an expert for Data Migration to Microsoft CRM. Fullydocument all created work associated with this position, including technicaland functional designs and diagrams, test plans, test scripts, impact analysisreports, lessons learned, best practices for others to follow, plus any otherdocumentation as required by the PTC. This documentation shall follow theformat and / or templates as instructed by the PTC. Developand maintain productive working relationships with technology staff, businessowners, project sponsors, vendors, and key clients. Leadand participate in project team activities for system work efforts related toenterprise systems. Workindependently to accomplish the tasks and duties assigned. Adhereto and follow all PTC standards, policies, and procedures. Utilizevarious software and/or technology tools to perform job duties. Performtasks and other duties as related to this position and role and assigned by thePTC. Qualifications 10 years of Microsoft CE application software systemsimplementation experience. 5 years as a Microsoft certified FastTrack solution architectfor business applications. 2 years of experience leveraging Azure AI services andMachine Learning for developing Microsoft D365 CE business applications. Delivered 2 projects as a certified FastTrack project forBusiness Applications. Delivered 1 successful implementations leveraging AItechnologies to enhancecustomerservice operations, including Development and implementation ofAI-driven chatbots and virtual assistants, Leveraging Copilot and Azure AI forMicrosoft Dynamics CRM solution deployment. Hands-onexperience with Dynamics Contact Center solution deployment, including abilityto manage and optimize communication processes, improving efficiency andcustomer satisfaction. Conductedtraining sessions on AI tools and Dynamics Contact Center features, ensuringteam members are proficient and up-to-date with the latest technologies. Provenimplementation experience in Data Migration to Microsoft CRM from othernon-COTs account management systems. Provenimplementation experience in developing integrations with ERP systems and datarepositories. Implementedhigh-volume contact center applications, including CRM, Portal, and Mobile Appsfor customer service, Natural Language Interactive Voice Response (IVR),ChatBOT functions enabled. Strongunderstanding of Human Centered Design Approach for product development Proficientin the Microsoft Office 365 suite of business software including Teams, Word,Excel, and PowerPoint. Proficientin the Microsoft ADO Testing Module. Equivalentcombination of education and/or experience may be accepted. Requirements Required Skillset: Be a certified Microsoft Power Platform or CustomerEngagement Fast Track Solution Architect. Must have at least 10 years of expertise in Microsoft CEapplication development as a lead developer and/or architect. Strongproven technical experience in developing and deploying multiple cutting-edgetechnology solutions using D365 CE and Power Platform and leveraging AI andMachine Learning to build business applications to streamline customerexperience. Integration experience in an event driven de-coupledarchitecture, with SAP ERP for pricing, billing, and financial integrations,with payment gateways for real-time payment processing including digitalwallets and peer-to-peer payment methods, with social media, Natural LanguageIVR, ChatBOT, and contact center systems in an omnichannel environment. Desired Skillset: Additionalbeneficial skills include: EnterpriseBusiness Solutions, specifically SAP projects. ITIL/ ITSM practices and methodologies. Certifications / Education: Bachelor’sdegree in business management or information systems. Equivalent combination ofeducation and/or experience may be accepted. Microsoft MVP for award category of Business Applications andtechnology area of Customer Experience, and/or Power Apps, and/or CoPilotStudio. 5+ years as a Microsoft certified solution architect forbusiness applications. Azure AI Fundamentals certification or similar AI or MachineLearning certifications. Microsoft Dynamics related Certifications. Equivalentcombination of education and/or experience may be accepted. Engagement Requirements: Candidate’slocation is preferred to be within the Continental United States. Thework location will be virtual/remote until further notice. When required to beonsite, the work location will be at either PTC’s Central AdministrationBuilding located at 700 South Eisenhower Boulevard in Middletown, PA, or PTC’sTurnpike Industrial Park location located at 2850 Turnpike Industrial Drive,Middletown, PA. Theresource shall attend onsite meetings at one of the PTC Middletown PA locationsfor 1 week per calendar quarter based on the schedule set by the PTC. In-personinterviews or work sessions with stakeholders will be conducted at the PTCfacilities in Middletown, PA. Theresource may be required to provide onsite post go-live support activities atone of the PTC Middletown PA locations. This includes one or more one-to-two-weektours of duty onsite on a rotating basis with other team members. The postgo-live support period is planned for the six months beginning immediatelyafter the UBOS is “live” with active customers. Theresource shall attend an orientation session onsite at one of the PTC’sMiddletown, PA offices. The resource shall be onsite for the full day of thisorientation where they will pick up any assigned PTC Equipment, by theresource. Equipment will not be shipped and cannot be pick up by anyone other thanthe selected resource. Travel costs associated with picking up this equipmentplus the orientation day will not be reimbursed. Noadditional compensation for any travel required, if the resource is basedwithin a 3-hour commuting distance. The rate is inclusive of any travel costs. #J-18808-Ljbffr Govserviceshub