Microsoft 365 Customer Engagement Architect en Global Data Consultants

GDC IT Solutions is currently seeking a Microsoft 365 Customer Engagement Architect to support the Pennsylvania Turnpike Commission (PTC) in a primarily remote capacity, with quarterly on-site requirements in Middletown, PA. This position requires candidates to be located within the continental United States and offers the opportunity to lead enterprise CRM modernization initiatives leveraging Microsoft Dynamics 365, Power Platform, and AI-driven business applications.

Overview
As a Microsoft 365 Customer Engagment Architect, you will be responsible for leading the design, development, and delivery of advanced CRM, portal, and web applications as part of the PTC’s Unified Back Office System (UBOS) project. This role will guide solution architecture, oversee a team of developers, ensure successful integration with enterprise systems, and advise leadership on emerging technologies to support business transformation initiatives.

Responsibilities

• Architect, design, and deliver Microsoft CE customizations, configurations, and roadmaps that align with PTC’s needs and standards.

• Lead, mentor, and assign work to a team of CRM and full-stack developers to ensure quality and timely delivery.

• Oversee successful delivery of CRM, portal, and web applications as part of the UBOS project.

• Act as a subject matter expert, representing PTC in meetings and reports with stakeholders.

• Support integrations with middleware, SAP ERP, payment gateways, phone systems, and other enterprise technologies.

• Provide expertise in data migration to Microsoft CRM from non-COTS systems.

• Document all technical and functional designs, test plans, impact analyses, and best practices in alignment with PTC standards.

• Advise PTC leadership on trends in Microsoft CE, Power Platform, and AI-driven business applications.

• Develop and maintain productive working relationships with staff, vendors, and project sponsors.

• Lead and participate in enterprise project activities related to CRM and integrated business solutions.

• Adhere to PTC policies, procedures, and technology standards while ensuring compliance across all solutions.

• 10 years of expertise in Microsoft CE application development as a lead developer and/or architect.

• 10 years of experience implementing CRM applications using .NET, JavaScript, Python, React, SSIS, and Reporting Services.

• Microsoft Power Platform or Customer Engagement Fast Track Solution Architect certification.

• 5 years as a Microsoft certified FastTrack solution architect for business applications.

• Proven success delivering multiple enterprise-scale D365 CE and Power Platform solutions.

• 2 years of experience leveraging Azure AI services and Machine Learning in Microsoft D365 CE applications.

• Experience with ERP system integrations (SAP ERP preferred) and payment gateway solutions.

• Demonstrated ability to deliver AI-driven solutions such as chatbots, Copilot, Natural Language IVR, and Dynamics Contact Center deployments.

• Hands-on experience with high-volume contact center applications, portals, and mobile solutions.

• Proven implementation experience in CRM data migration projects.

• Strong understanding of Human-Centered Design for product development.

• Proficiency with Microsoft Office 365 (Teams, Word, Excel, PowerPoint) and Azure DevOps Testing Module.

• Bachelor’s degree in business management, information systems, or equivalent combination of education and experience.

Preferred Experience

• Microsoft MVP award in Business Applications, Power Apps, Customer Experience, or Copilot Studio.

• Azure AI Fundamentals or equivalent AI/ML certifications.

• Additional Microsoft Dynamics-related certifications.

• 5+ years of experience as a Microsoft certified solution architect for business applications.

• Background with Enterprise Business Solutions projects, particularly SAP.

• Familiarity with ITIL/ITSM practices and methodologies.

What We Do:

Working for GDC means you will be at the forefront of the technological world. We are a full-service staffing and Information Technology service company striving to make a difference in our communities by finding, developing, and deploying solutions.

Why Work for GDC?

• Cutting Edge Technology and Innovation

• Career Growth Opportunities

• Employee-Centric Environment

• Comprehensive Benefits Package

• Holiday and Vacation

Equal Opportunity Workplace:

GDC is an equal opportunity employer and welcomes applicants from all diverse backgrounds to apply. Our goal as an organization is to empower our teams to achieve their personal best and foster their professional growth regardless of race, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, physical ability or disability, or veteran status.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification forms upon hire.

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