CRM Technical Lead

Posted 18 May 2022
LocationKuala Lumpur
Job type Permanent

Company's Benefits

  • Flexible Working Arrangements

    Flexible Working Arrangements

  • Equal Pay Initiatives

    Equal Pay Initiatives

  • Mentorship Program

    Mentorship Program

  • Leadership Development Program

    Leadership Development Program

  • Paid Parental Leave

    Paid Parental Leave

  • Return to Work Policy

    Return to Work Policy

  • Coaching Program

    Coaching Program

  • Raise Numbers Of Women In Leadership

    Raise Numbers Of Women In Leadership

  • Internal Women's Networking Group

    Internal Women's Networking Group

Job Description

Avanade is the leading provider of innovative digital, cloud and advisory services, industry solutions and design-led experiences across the Microsoft ecosystem. Every day, our 56,000 professionals in 26 countries make a genuine human impact for our clients, their employees and their customers. 

We have been recognized as Microsoft’s Global SI Partner of the Year more than any other company. With the most Microsoft certifications (60,000+) and 18 (out of 18) Gold-level Microsoft competencies, we are uniquely positioned to help businesses grow and solve their toughest challenges.

We are a people first company, committed to providing an inclusive workplace where employees feel comfortable being their authentic selves. As a responsible business, we are building a sustainable world and helping young people from underrepresented communities fulfil their potential. 

Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. 

Do you know how to find the right solutions? So do we.

You understand the nuts and bolts of Customer Relationship Management (CRM) systems and how to use your knowledge and communication skills to connect with clients and colleagues.

About you 

CRM is at the heart of everything you do. Whether you're working with your development team or collaborating with your clients, your energy, knowledge, and organization skills encourage and develop the people around you. 

About the job

As a CRM Technical Lead, you will be considered a learned profession that applies your domain expertise in support of operational objectives, and primarily focuses on demonstrating your experience to craft and implement CRM solutions for your client. Additionally, you will be a key contributor across all phases of Avanade projects.

Day-to-day you will:

  • Contribute across all phases of Avanade projects (e.g. Plan, Analyze, Design, Build and Test)

  • Demonstrate technical expertise to design and implement CRM solutions

  • Collaborate closely between customers, IT staff, and business partners to ensure high quality and timely resolution of customer issues

  • Research customer issues that may be non-standard in order to offer solutions 

  • Craft conceptual architecture and technical solutions

  • Ensure project quality meets standards through critical metric identification and testing plan

  • Partner with multi-functional technology and design teams to ensure consistent, beneficial client interaction and solution delivery

  • Assist in sales activities and planning as required

  • Support continuous improvement efforts to proactively identify potential challenges to customer success and business efficiency

  • Travel as needed 

Key Role Skill & Capability Requirements:

You are passionate about working with a global technology leader to solve business-critical problems for some of the top companies in the world. You are a fast learner, a self-starter, and a creative problem solver. You are passionate about software and its potential to move organizations forward through innovation.

Your technical skills may include:

  • To develop classes/DLLs using appropriate software design pattern which later to be used by the developer

  • Accountable for recommending and documenting technical solution design

  • Perform technical solutions assessment with in-depth knowledge on D365CS technologies and development practices

  • Architect the overall process and data flow taking into consideration to functionality, data, security, integration, infrastructure, and performance

  • Design the overall solution architecture (D365CS components and other system dependencies) based on functional requirements

  • Lead the end-to-end solution implementation for D365CS to cater to all the possible business scenarios and ensure the design are well implemented and successfully executed by the team

  • Lead D365CS deployment together with the relevant developer

  • Supporting Business Analysts in their review of functional specifications for users of high complexity and quality, including complex integrations or significant module changes

  • Provide guidance where necessary for the CRM team on CRM approach and strategy

  • Possessed relevant Microsoft Dynamic365 CRM certification - this would be plus point

  • Strong understanding of Microsoft Dynamic365 CRM, with domain knowledge in Customer Service and Telco industry would be an added advantage

Your non-technical skills may include:

  • Client management skills and the ability to work with customers to develop and manage an action plan

  • Consulting experience working with external clients with a consistent track record for delivering great results. 

  • Experience working with global/offshore teams on CRM technology implementation and maintenance projects

  • Experience in business systems solution deployment with an emphasis in CRM applications

  • Excellent communication skills

Preferred Education Background:

  • You are also likely to possess a Bachelor’s degree in business systems or related field.

Preferred Years of Work Experience:

  • At least 6 years of Microsoft Dynamics 365 CRM and minimum up to 1 year of Power BI project implementation

  • At least 6 years of experience in ASP.NET C# development, JavaScript, HTML 5, CSS, and other web-based technology and tools

  • Experience with Microsoft Dynamics 365 Field Service is essential