Job Description: • Be the senior member of the Customer Experience team, accountable for translating to-be flows, processes and business requirements into Microsoft Dynamics CRM process flows and workflows to be implemented by the development team. • Work hand-in-hand with Product Development Managers, Designers and Business Systems Analysts to ensure successful build of the Microsoft Dynamics CRM solution. • Analyze business, functional, technical and integration requirements to determine, recommend and design effective and optimal Microsoft Dynamics CRM solutions. • Design Microsoft Dynamics CRM workflows based on requirements, use cases and best practices for Microsoft Dynamics CRM. • Evaluate business needs, existing technical ecosystem and system integrations and provide recommendations to Product Development Managers, Designers and Business Systems Analysts and Engineering teams based on Microsoft Dynamics CRM best practices. • Evaluate design choices and recommend optimal design considering system limitations, project strategy, enterprise architecture constraints, performance and scalability. • Understand business requirements and have excellent communication skills to be able to communicate effectively with business and technical stakeholders and team members alike. Knowledge & Skills Must haves • 10 - 15 years of CRM experience • 5+ years of hands-on Microsoft CRM Dynamics experience • Experience writing business and technical requirements • Experience documenting process flows and workflows • Familiar with agile development methodologies (Scrum, FDD, TDD). • Experience working on large and complex programs spanning across multiple domains • Experience planning and executing user acceptance tests. • Excellent interpersonal and collaborative skills. • Excellent written and verbal communication skills. Must be able to communicate effectively with business, product, design and engineering stakeholders. • Demonstrated ability to learn new technologies and ecosystems quickly. • Must have a robust understanding of CRM systems, with an understanding of customer support issues and service agent problems in your designs of innovative solutions.