Responsibilities
Undertakes the design of technology solutions based on the client’s
service specifications, standards, policies, best practices and cost
models, in order to meet client CRM application business requirement
and project/initiative deliverables.
Prepare a comprehensive design proposal outlining the recommended
solution approach, technologies, methodologies, and architecture,
including high-level and detailed system architecture diagrams to
illustrate components, interactions, and data flow. •Design User
Interface technical specifications/screen Design Documents (UI mockups
or wireframes) for software components and database for approved
functional changes in support of the business operations.
Define required configurations and/or customization of the CRM
application and related ADX portal in order to support the required
changes.
Develop a plan for integrating various components, along with
protocols for data exchange and communication. Assess the identified
solution code gap to create high level development plan.
Support Software Developers in the building/merging of code for custom
screens to maintain the function of the VQRP+ application. General
Skills •Knowledge of CRM applications, operating systems,
environments, database technologies, programming languages and
communication protocols.
Knowledge of related best practices, OPS directory/messaging
standards, standard facilities architecture management, facility
service delivery processes, infrastructures policies, procedures and
direction, cost models and procurement processes.
Ability to gather client business requirements; corporate I&IT
information mandates, client information technology strategic plans,
environment and standards
Ability to participate in the development of solutions and provide
advice on short/long term CRM solution service development activities.
Knowledge of leading-edge technologies design criteria, security and
recovery procedures, preparation of technical specifications for
installation, testing and performance of integrated, multi-services
systems; assess performance and capacity of existing system making
recommendations for improving performance and develop technical
documentation.
Experience planning, migrating, implementing and sustaining large
complex system development projects
Knowledge of technology developments, trends and new products to
evaluate application to client short- and long-term technology
requirements.
Basic knowledge of project management methodology (e.g. PMBOK),
analytical tools and processes.
Conceptual and analytical skills to assess and evaluate client needs
and c o n d u c t cost/benefit analyses for new technology
requirements in planning and designing solutions.
Experience designing and developing large, complex, CRM applications
Experience with systems evaluation to assess conditions, technical
performance and capacity of existing systems and determine need and
feasibility of expansion, renovation or replacement.
Excellent analytical, problem-solving and decision-making skills,
verbal and written communication skills, interpersonal skills and
negotiation skills, teamwork skills
A team player with a track record for meeting deadlines.
Report progress, resolve problems and report on a regular basis to
Project /I & IT management

Skills
Experience and Skill Set Requirements
Selection Criteria

Application design and development experience - 50 points
•10+ years Solution Design experience in enterprise applications and solutions
•In-depth knowledge of CRM platform (e.g., Microsoft Dynamics) and its
features, including portal technologies such as ADX studio, PowerApps,
building model driven apps, Power portals experience an asset.
•Demonstrated knowledge and experience of Microsoft 365 CRM development.
• Experience in identity provider solutions integration.
• Proven experience designing and implementing end-to-end CRM
solutions that align with business objectives.
•Proficiency in CRM customization and configuration, including
creating custom fields, workflows, process automation, and data
integration.
•Strong understanding of data modeling, database design, and data
architecture within a CRM context.
•Experience with programming languages and scripting (e.g., C,
JavaScript, Apex, Python) for customizations and integrations.
•Knowledge of API integration methods to connect CRM systems with
other applications.

Methodology, Problem Solving and Analysis Skills - 30 points
 •Demonstrated ability to assess complex and diverse
information/system needs and develop I&IT solutions.
•Experience working in an agile development environment. Experience in
providing Go-live support and conducting post implementation reviews.
•Ability to identify the rootcause of problems and provide viable solutions.
•Strong problem-solving skills to address complex business challenges
and design appropriate solutions.
•Ability to collaborate with cross-functional teams, including
developers, analysts, and business users and testers
•Experience working with CRM vendors (e.g. Microsoft), understanding
product roadmaps, and evaluating third-party integrations.
•Proficiency in analyzing data and trends to identify opportunities
for process improvement and enhanced customer experiences.
•Ability to perform data-driven decision-making to optimize CRM
performance and functionality
•Creative thinking and the ability to devise innovative solutions to
unique challenges.

Planning, documentation, and communication - 20 points
•Experience conducting stakeholder interviews, gathering requirements,
and documenting use cases.
•Ability to translate business requirements into effective CRM
solutions, ensuring alignment with organizational goals.
•Proficient in designing and documenting technical specifications,
solution architecture diagrams, and data flow diagrams.
•Ability to design and articulate complex technical concepts into
executable development work packages for developers.
•Excellent verbal and written communication skills to effectively
convey technical information to both technical and non-technical
stakeholders.
•Experience presenting solution designs, project updates, and
recommendations to management.
•Demonstrated skill in planning and managing change within an
organization when implementing new CRM systems or processes.

Desired Skills
• Bachelor’s degree in information technology, Engineering, or related field.
•Relevant certification from CRM platform providers (e.g., Microsoft
Dynamics 365 certifications) is an asset.