Job Description

Role Title: Manager- IT Services (CRM Techno-functional Specialist)
Reporting To: Assistant General Manager- IT Services
Location of Posting: Corporate office, Vadodara

Position Overview

The CRM Techno-Functional POC is a senior-level role responsible for leading the end-to-
end design, implementation, governance, and continuous improvement of the Microsoft
Dynamics 365 Customer Engagement (CE) ecosystem. This position acts as the central SME,
solution architect, and functional owner for CRM processes across Sales, Customer Service,
Marketing, Field Service, and Project Operations.
The role requires a blend of deep functional knowledge, hands-on technical expertise,
and strong business process understanding to translate organizational needs into scalable,
high-performing CRM solutions. The CRM Techno-Functional POC partners closely with
Business Stakeholders, IT, SAP S/4HANA teams, and external vendors to ensure seamless
integration, superior user experience, and consistent value realization from the D365 and
Power Platform stack.
This position also owns the CRM governance model, backlog management, release
planning, and solution integrity across multiple environments. The role ensures
standardization, data quality, process optimization, and secure role-based access aligned with
industry best practices and organizational compliance policies.

Key Responsibilities:

- Map CRM prospect stages to estimate classes, gates, and risk reviews.
- Integrate with estimation tools, document control (DMS), e-sign, and project controls.
- Include supplier/partner contact management, prequalification tracking, and client correspondence logs.
- Track contract types (LSTK/EPCM/T&M;) and downstream handover to Project Execution.
- Business Analysis & Process Design
- Solution Architecture (Techno-Functional)
- Configuration & Customization
- Integrations & Ecosystem Management
- Data Management & Quality
- Data Management & Quality




- Testing & Release Management

Education Qualification:
Graduation in IT / B.E.-CSE or B.E. IT / BCA / MCA from recognized university.

Experience:

- 7-12 years of functional hands-on experience with D365
Knowledge and experience deploying solutions using Power Platform applications.
- Expertise in Power Automate, Power Pages, Power BI, Power Apps
Knowledge of key end to end business processes including but not limited to: Lead to Order, Field Service, Pricing Procedure, Quote Comparison, Credit Management and hold/release functionality, CRM Dashboard , Segment level customization, Controlled setup based on Role assignment to specific user or group users.
- Integration with SAP S4 HANA platforms.
CE Apps are : Sales, Customer Service, Marketing, Field Service, Project Operations

Technical Competencies/Skills:

• Minimum 7+ years of experience working on the Microsoft platform, with a
strong focus on Dynamics 365 CRM.
• Knowledge of C# is required.
• Hands-on expertise in configuring and setting up D365 applications.
• Proven experience in solution design and technical architecture.
• Proficiency in data conversion, including data transformation and loading into
D365.
• Ability to coach, guide, and mentor junior team members and existing
resources to support talent development. • Strong skills in developing Plugins and Custom Workflows.
• Expertise in JavaScript client-side scripting.
• Experience working with integration frameworks, including Web API and REST API.
• Capability to review and validate business processes and translate them into CRM-based process scenarios.
• Experience conducting unit testing for CRM business processes.
• Strong technical writing and documentation skills.

Behavioural Competencies:
• Proactive, motivated, and driven, Ethical team player, Strong interpersonal skills,
Emotional maturity,
• Multitasking, Self-motivated with the ability to work in a fast-moving
environment, Strong verbal skills.

📌 CRM Techno-functional Lead (Gujarat)
🏢 Deepak Nitrite
📍 Gujarat