Senior CRM Engineer

Purpose of Job

Equitable is transforming into a hybrid-agile delivery methodology with cross-functional Pods dedicated to launching new products, features, and ongoing business value for portfolios. The Senior CRM Engineer is an exciting role at Equitable, which is accountable for the build and delivery of CRM solutions. This person will be responsible for establishing a deep understanding of the business and technical setup of the current solutions, as well as defining and building new features and capabilities on the platform.

The Senior CRM Engineer will assist our delivery teams to ensure that the solution is cohesive and meets the intended business value.

The Senior CRM Engineer will work closely with business units, Delivery Leads, Product Managers and Project Managers to assess business requests and provide optimal technology solutions to address the intended business outcome. The incumbent will document process and system flows, and work the delivery teams as well as application support to ensure the approach to delivery will introduce no additional risk to projects. The Senior CRM Engineer will be involved in all deliveries from strategic and regulatorylevelinitiativestomaintenanceandsupportensuringthatallchangesbeingintroduced will address the immediate business needs, and ensure that other inflight initiatives are not impacted.

The Senior CRM Engineer will be a core member within across-functional Pod and will work with stakeholders across Product Management and multiple technology teams and suppliers.

Primary Responsibilities

• Collaborate with cross-functional pods, Business Analysts (BA), and external suppliers to design and implement Microsoft Dynamics 365 CRM applications and solutions, leveraging Power Automate, Power Apps, Power BI, Dynamics 365, and SharePoint Online
• Prepare and present high-level architecture and component designs for business solutions that meet identified objectives and requirements from stakeholders
• Develop, implement, and maintain key solution components by utilizing various Dynamics 365 services, while supporting cross-functional collaboration through the creation of acceptance criteria, testing artifacts, and story point estimations where applicable
• Provide support for ad hoc business and technical analysis requests, such as API data mapping and other main project activities as needed
• Participate in daily stand-ups and contribute to project velocity reporting, such as tracking the pace of writing and approving detailed user stories
• Collaborate with the Quality Assurance (QA) team to define and support test strategies, test scenarios, test data requirements, and user validation processes
• Ensure timely and effective communication of changes to requirements with delivery leads, project managers, and other relevant stakeholders
• Conduct training sessions and recommend best practices for end-users to maximize the efficiency of the Microsoft Power Platform suite
• Deliver high-quality business and software solutions and services across business units, adhering to Microsoft Dynamics standards and best practices for supported configurations and customizations
• Take accountability for meeting business requirements by ensuring project deliverables, such as solution design, performance, reliability, testing features, and documentation, are comprehensive and complete
• Stay informed about CRM industry trends, technologies, and best practices, implementing innovations to optimize current business processes
• Support the successful implementation and deployment of various Dynamics 365 projects, ensuring alignment with agreed timelines
• Build and maintain collaborative relationships with key stakeholders to understand needs, provide recommendations on Dynamics 365 Apps and PowerApps solutions, and mitigate potential challenges
• Stay updated on Microsoft Power Platform AI capabilities, such as Co-Pilot, and provide actionable recommendations to business units
• Define next steps, create action plans and KPIs, execute plans, and hold teams accountable by tracking measurable performance
  
  

• At least 5 years of experience delivering technology projects in a technical role, participating in full lifecycle project implementations
• Proven experience working in highly collaborative, customer-focused environments
• Demonstrated experience in building and delivering CRM solutions
• Solid understanding of Agile Software Development Life Cycle (SDLC) concepts
• Hands-on expertise with Microsoft Dynamics 365 (Sales, Marketing, and Customer Service), including workflows, power automate flows, actions, customizations, configurations, user permissions and scripting
• Experience in data migration using tools such as XrmToolBox and KingswaySoft
• Proficiency in XML, HTML, CSS, JavaScript, and/or JQuery for coding purposes
• Experience developing plugins and custom workflows is a strong asset
• Ability to write custom connectors for integrating with external systems is a valuable asset
• Knowledge of virtual tables and Power Pages is an asset