CRM Lead in India at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CRM Lead based in India.

This is a senior technical leadership role focused on architecting and delivering enterprise CRM solutions using Microsoft Dynamics 365 Customer Engagement and Power Platform.
You will lead the evolution of CRM, portals, web applications, and integrated customer-service ecosystems, with a strong emphasis on AI and machine learning.
The role combines hands-on architecture and development with team leadership, mentoring, roadmap ownership, and stakeholder engagement.
You will work across complex integrations involving ERP platforms, payment gateways, contact centers, IVR, chatbots, and omnichannel technologies.
A key focus will be improving customer experiences through scalable, data-driven, and AI-enabled business applications.
You will act as a subject matter expert, advising leadership on Microsoft technologies, solution strategy, risks, and emerging capabilities.
This opportunity is suited to an experienced Dynamics professional who can translate business needs into robust enterprise technology solutions.

• Study the current and target-state Microsoft Dynamics 365 CE environment, configurations, applications, and supporting technologies, identifying opportunities for improvement and alignment with business needs.
• Architect and develop Microsoft Dynamics 365 CE and Power Platform customizations, configurations, and enterprise business applications.
• Define technology roadmaps and delivery plans while ensuring solutions comply with applicable architecture standards, policies, and technical requirements.
• Lead, assign work to, mentor, and support a team of CRM and full-stack developers, promoting strong engineering and delivery practices.
• Oversee successful delivery of CRM, portal, web application, and customer-service capabilities as part of broader enterprise platform initiatives.
• Provide technical guidance to leadership on Microsoft CE, Power Platform, AI, machine learning, and emerging customer-experience technologies.
• Serve as a subject matter expert in stakeholder meetings, project discussions, technical reviews, and management reporting.
• Identify risks, dependencies, technical concerns, and potential delivery issues, escalating them with sufficient detail to support informed decision-making.
• Design and support integrations with ERP systems, middleware, data repositories, payment gateways, telephony, social media, contact-center platforms, IVR, chatbots, and other ecosystem components.
• Lead data migration initiatives into Microsoft CRM from legacy and non-core account-management systems, ensuring data quality and continuity.
• Contribute to high-volume contact-center solutions encompassing CRM, portals, mobile applications, natural-language IVR, chatbot capabilities, and omnichannel customer engagement.
• Apply human-centered design principles to product and solution development, keeping customer experience at the center of technology decisions.
• Produce and maintain comprehensive technical and functional documentation, including architecture diagrams, designs, test plans, test scripts, impact assessments, lessons learned, and best practices.
• Lead and participate in enterprise technology project activities while maintaining productive relationships with technology teams, business owners, project sponsors, vendors, and key clients.
• Work independently to deliver assigned responsibilities while adhering to established technology standards, policies, procedures, and quality expectations.

• 10+ years of experience implementing and developing Microsoft Dynamics 365 CE / Microsoft CE application solutions, with significant experience operating as a lead developer and/or architect.
• 10+ years of CRM application development experience using technologies such as .NET, JavaScript, Python, React, SSIS, and Reporting Services.
• 5+ years of experience as a Microsoft-certified FastTrack Solution Architect for Business Applications, with a strong preference for candidates holding relevant Microsoft Power Platform or Customer Engagement certifications.
• Experience delivering at least two projects as a certified FastTrack project for Business Applications.
• At least 2 years of experience using Azure AI services and machine learning to develop Microsoft Dynamics 365 CE business applications.
• Proven experience delivering AI-enabled customer-service solutions, including AI-driven chatbots, virtual assistants, Copilot, and Azure AI capabilities within Dynamics CRM environments.
• Hands-on experience deploying and optimizing Dynamics Contact Center solutions and communication processes.
• Experience training teams on AI tools and Dynamics Contact Center functionality.
• Strong experience with CRM data migration from legacy or non-core account-management systems.
• Proven experience integrating CRM solutions with ERP systems and enterprise data repositories.
• Strong understanding of event-driven, decoupled architectures and integrations with SAP ERP for pricing, billing, and financial processes.
• Experience integrating payment gateways, including real-time payment processing, digital wallets, and peer-to-peer payment methods.
• Experience integrating social media, natural-language IVR, chatbots, contact centers, and other technologies within omnichannel environments.
• Strong understanding of human-centered design principles and their application to enterprise product development.
• Proficiency with Microsoft Office 365 tools, including Teams, Word, Excel, and PowerPoint.
• Experience with Microsoft Azure DevOps testing capabilities and the Microsoft ADO Testing Module.
• Strong leadership, communication, stakeholder-management, problem-solving, and decision-making skills.
• Ability to work independently while effectively leading technical teams and collaborating with business and technology stakeholders.
• A bachelor's degree in Business Management, Information Systems, or a related field is preferred; an equivalent combination of education and experience may be considered.
• Microsoft MVP recognition in Business Applications, Customer Experience, Power Apps, or Copilot Studio is advantageous.
• Azure AI Fundamentals or comparable AI/machine-learning certification is a plus.
• Additional Microsoft Dynamics certifications are beneficial.
• Knowledge of enterprise business solutions, particularly SAP projects, is advantageous.
• Familiarity with ITIL/ITSM practices and methodologies is a plus.

• Annual compensation of approximately INR 4,500,000–5,500,000.
• Full-time remote work opportunity from India.
• Opportunity to lead large-scale Microsoft Dynamics 365 CE and Power Platform initiatives.
• Exposure to advanced AI, machine learning, Copilot, and Azure technologies.
• Leadership responsibility across CRM and full-stack engineering teams.
• Opportunity to work on complex enterprise integrations and high-volume customer-service platforms.
• Collaboration with business leaders, technology teams, project sponsors, vendors, and key clients.
• Opportunities to influence technology roadmaps and customer-experience strategy.
• Professional growth through exposure to emerging Microsoft and AI capabilities.
• Opportunity to contribute to innovative, enterprise-scale digital transformation initiatives.