Customer Engagement Lead

Customer Engagement Lead

Employment type: Full time

Worksite flexibility: Hybrid

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

The Customer Engagement Lead partners closely with business stakeholders, IT leadership, and vendors to ensure solutions are scalable, secure, compliant, and aligned with the client modernization and customer centric goals.

Job Description

We are seeking a highly skilled and experienced Customer Engagement Lead to join our IT team. This position will be full-time, hybrid, and is a contract position.

What You'll Do

• Serve as the functional architect and subject matter expert for the Customer Engagement (CE/CRM) platform
• Define and maintain the CE functional architecture, roadmap, and design standards
• Translate business strategies and customer experience goals into scalable CE solution designs
• Ensure alignment between business needs, platform capabilities, and enterprise architecture standards
• Lead requirements elicitation and functional design for CE initiatives across customer service, tolling support, financial interactions, and communications
• Produce detailed functional specifications, process flows, data models, and configuration designs
• Guide configuration of CE modules (e.g., case management, customer profiles, workflows, omnichannel communications)
• Act as the primary functional liaison between business units, IT teams, and implementation partners
• Facilitate workshops, design sessions, and decision forums with senior stakeholders
• Provide solution governance, design reviews, and change control oversight for CE enhancements
• Ensure accurate customer data management, data quality, and master data alignment
• Support reporting, dashboards, and analytics to improve customer experience and operational performance
• Support system implementations, upgrades, and optimization initiatives
• Oversee user acceptance testing (UAT), training planning, and production releases
• Evaluate platform effectiveness and recommend enhancements based on usage metrics and stakeholder feedback
• Drive continuous improvement and adoption of best practices across CE capabilities

What You'll Need Required:

• Bachelor's degree in Information Systems, Business Administration, Computer Science, or a related field
• 7+ years of experience in CRM/Customer Engagement solution delivery
• 3+ years of experience in a functional lead, solution architect, or senior analyst role
• Hands on experience with Customer Engagement/CRM platforms (e.g., Microsoft Dynamics 365 CE or comparable solutions)
• Strong understanding of customer service operations, case management, workflows, and digital engagement
• Excellent communication, facilitation, and stakeholder management skills

Preferred:

• Experience working in government, transportation, tolling, utilities, or large public sector organizations
• Familiarity with Dynamics 365 CE, Power Platform, or low code/no code solutions
• Experience supporting complex system integrations and data governance initiatives
• Knowledge of accessibility, security, and public sector compliance standards
• Relevant certifications (e.g., Microsoft Dynamics 365 Functional Consultant, Solution Architect, ITIL)

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to View email address on click.appcast.io or View phone number on click.appcast.io.

$92 - $102 per hour

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.