Director, CRM Software Systems

Job Description

Job Summary We are seeking a qualified candidate to lead the architecture, scalability, and governance of our Microsoft Dynamics 365 ecosystem. This role will focus on Dynamics Sales and Customer Service, with responsibility for driving platform governance, availability, and strategic enhancements that deliver business value. You will manage a team of engineers and analysts, partner with business leaders, and ensure our CRM environment supports enterprise growth through robust design, data integrity, and operational excellence.

Job Description Key Responsibilities Strategy & Architecture Define and maintain the Dynamics 365 roadmap aligned with enterprise architecture and IT governance. Stay current on technology trends and align team skills with strategic direction. Justify investments in software, technical debt remediation, and staffing. Promote data-driven tracking of delivery efficiency and platform health through clear metrics.

Drive innovation through use of AI tools and capabilities. Systems Design & Delivery Collaborate with business leaders and analysts to translate requirements into scalable Dynamics solutions.

Participate in solution design sessions and enforce design standards to safeguard platform integrity and data across integrations. Implement and maintain CI/CD pipelines, automated testing, and DevOps best practices for Dynamics environments. Optimize data pipelines for reporting and analytics, enabling a single source of truth for customer and sales data.

Implement scalable APIs and necessary data architectures for data synchronization between systems. Integration & Data Management Architect secure integrations between Dynamics 365 and enterprise systems (ERP, data warehouse, marketing tech). Partner with data and analytics teams to deliver robust reporting, dashboards, and advanced analytics capabilities.

Drive adoption of data governance frameworks and master data management practices. Leadership & Vendor Management Lead, mentor, and develop a team of Dynamics developers, analysts, and QA engineers.

Foster a collaborative, high-performance culture with clear goals and development plans. Manage vendor and consultant relationships for Dynamics and middleware providers to ensure cost efficiency and performance optimization. Required Qualifications 15+ years overall experience in software engineering and/or enterprise software applications 7+ years of technical leadership experience, including ownership of CRM systems and large-scale implementations.

5+ years in people management, leading engineering or technical teams. Hands-on experience with Microsoft Dynamics 365 CRM (Sales, Customer Service, or Marketing modules). Proven success standing up environments, managing vendors, and governing platforms.

Proficiency in Dynamics customization using JavaScript, C#, . NET, FetchXML, SOAP, REST APIs, Power Automate and Dataverse. Experience with Jira or Azure DevOps for backlog management, CI/CD pipelines, and release workflows.

Preferred Qualifications Experience with Customer Data Platforms (CDP) integrated with marketing technology stacks. Expertise across multiple technical environments and business domains (Customer Care, Reimbursement, Sales & Marketing, Customer/Product MDM). Knowledge of Order Management, Billing, and Business Rules Engine implementation.

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