Randstad Digital Switzerland is seeking a highly skilled and experienced Senior CRM Technical Expert to join a critical project for a major international organisation in Geneva. This is an exciting opportunity to contribute to the implementation of a new Microsoft Dynamics 365-based CRM solution that will serve our client’s key business lines.
Reporting to the ERP Solution Manager, you will play a pivotal part in the implementation, oversight, and quality assurance of the CRM solution, ensuring alignment with business requirements and facilitating a smooth transition to production.
Your Responsibilities Will Include:
Solution Architecture Design: Participating in the design of the overall Dynamics 365 solution architecture, mapping integration points with existing enterprise systems (ERP, MDM), defining data models, establishing security frameworks, and creating technical documentation.
System Configuration & Customization: Participating in the configuration of Dynamics 365 to meet business requirements, directing the development of custom entities, forms, workflows, business rules, dashboards, and reports.
Systems Integration: Orchestrating integration between Dynamics 365 and third-party systems (ERP, MDM), leading API development, and ensuring compliance with enterprise architecture standards.
Change Management: Developing user training materials, documentation, and coordinating training sessions for various user groups.
Collaborating closely with the project and implementation team to achieve key deliverables, including solution architecture packages, design & configuration documentation, technical specifications, data migration strategies, and integration plans.
Contributing to post-implementation deliverables such as transition to operation procedures, operational support documentation, system administration guides, and maintenance procedures.
Required Skills & Experience:
University degree in information technology, computer science, or a related field, or significant experience in the domain.
Several years of experience in CRM implementation projects, with at least 5 years specifically with Microsoft Dynamics 365 implementations.
Demonstrated experience in at least two Microsoft Dynamics 365 implementations within the last 5 years.
Proven experience leading end-to-end CRM implementation projects, including managing CRM implementation teams.
Advanced knowledge of Microsoft Dynamics 365 platform architecture and capabilities.
Proficiency in Dynamics 365 customization, configuration, and extension development.
Proficiency in Azure Dataverse and DevOps.
Strong understanding of CRM business processes and industry best practices.
Expertise in data migration strategies, ETL processes, and data governance.
Skilled in enterprise integration patterns and middleware solutions, with experience in API management and web services (REST, SOAP).
Excellent communication skills, both spoken and written English.
Experience with Agile methodologies and DevOps practices.
History of defining CRM architecture in alignment with enterprise architecture standards.
Experience developing integration solutions between Dynamics 365 and third-party systems.
Background in conducting requirement gathering workshops and solution design sessions.
Experience in post-implementation support and continuous improvement initiatives.
Track record of successful stakeholder management at executive levels.
Desirable Qualifications:
Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate.
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate.
Microsoft Certified: Power Platform Solution Architect Expert.
Microsoft Azure Fundamentals certification (or higher).
Project Management certification (PMP, PRINCE2, or equivalent).
ITIL certification.
Strong knowledge of Master Data Management (MDM) principles and practices.
Familiarity with ERP systems and ERP-CRM integration frameworks.
Proficiency in Power Platform tools (Power Automate, Power Apps, Power BI).
Advanced SQL and database management skills.
Experience integrating Microsoft Dynamics with ERP systems (Oracle Fusion).
Hands-on experience with MDM solutions and their integration with Dynamics 365.
Experience in integration with telephony systems and Dynamics 365.
Experience in change management and user adoption strategies.
Proven ability to manage project budgets, timelines, and resources.
This role requires you to be in Geneva for around 20% of the time of the assignment so you should be based in a local with easy access to Switzerland and have the ability to travel on short notice.
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