This SOW defines the responsibilities of a Microsoft Dynamics 365 CRM Senior Specialist, focused on maintaining, customizing, and enhancing the CRM platform. The role supports data integration, solution configuration, and ongoing system optimization to meet evolving business requirements.

Objectives

• Maintain the integrity, performance, and usability of the CRM system.
• Ensure timely and accurate data imports from external sources.
• Deliver customizations, workflow automation, and system enhancements.
• Facilitate CRM-based customer engagement and reporting.
• Provide troubleshooting, technical support, and user training.
   

Scope of Work

• A. Data Management & Integration
  •  Import and validate data from external sources using structured templates
  •  Collaborate with internal teams to gather and upload program data.
  •  Ensure data accuracy, mapping, and consistency across the system.

•  B.CRM Configuration & Customization
  • Configure CRM components: Forms, Views, Workflows, Dashboards, Custom Entities
  •  Execute approved customization requests to meet business needs.
  • Maintain backend system health and implement required upgrades.
  • Ensure smooth operation of the integration between Dynamics 365 CRM and Finance & Operations by performing regular maintenance and resolving issues promptly

• C. Enhancement of Custom CRM Project Module
  •  Build on the existing custom Project Management module in Dynamics 365 by implementing post-award processes (e.g., project setup, tracking, and reporting).
  • Ensure workflows, dashboards, and role-based access support real-time visibility and effective project oversight.
  • Coordinate integration with financial systems and automate routine processes to enhance operational efficiency.
  • Maintain and adapt the solution to align with organizational needs and stakeholder feedback.
  • Use Power Automate to automate project-related processes such as approvals, task escalations, and notifications.

• D. System Testing & Quality Assurance
  • Test new configurations for alignment with business requirements.
  •  Document workflows, test outcomes, and validation results.
  • Support user acceptance testing and gather feedback.
• E. Technical Support
  • Troubleshoot CRM issues and provide timely resolutions.
  •  Recommend improvements for performance and reliability.
     
• F. Training & Documentation
  • Deliver training sessions for internal/external users.
  •  Create and maintain user guides, configuration documentation, and best practices.
• G.Maintenance & Continuous Improvement
  
  • Perform routine system maintenance and updates.
  • Align the CRM with evolving business processes and security standards.