CRM Lead

Req number:

Employment type:

Worksite flexibility:

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are seeking a highly skilled and experienced CRM Lead to join our IT team. This position will be full-time, hybrid, and is a contract position.

What You’ll Do

• Serve as the primary owner and functional lead for the client CRM platform

• Define CRM vision, roadmap, and enhancement priorities aligned with organizational objectives

• Establish and enforce CRM functional standards, best practices, and governance

• Provide thought leadership on customer engagement, digital service delivery, and CRM innovation

• Lead functional design, configuration, and optimization of Microsoft Dynamics 365 Customer Engagement modules

• Oversee CRM capabilities such as case management, customer profiles, workflows, SLAs, and omnichannel communications

• Partner with technical teams to ensure proper use of Dynamics 365 features, Power Platform components, and integrations

• Manage system upgrades, releases, and platform enhancements

• Engage business units to understand customer service, tolling support, billing, and communications needs

• Lead requirements gathering, solution design sessions, and functional validation

• Translate business needs into clear functional specifications and user stories

• Ensure solutions align with public sector regulations, audit requirements, and accessibility standards

• Coordinate CRM integrations with tolling systems, ERP/financial platforms, identity management, and external services

• Ensure strong data governance, data quality, and customer master data management

• Support dashboards, reports, and analytics that drive insights into customer Support CRM implementations, enhancements, and production releases

• Oversee or support user acceptance testing (UAT) and training efforts

• Promote user adoption and continuous improvement through feedback and performance metrics

What You’ll Need
Required:

• Bachelor’s degree in Information Systems, Business Administration, Computer Science, or a related field

• 6–8+ years of experience supporting CRM systems in a lead or senior role

• Demonstrated hands on experience with Microsoft Dynamics 365 CRM / Customer Engagement

• Strong understanding of customer service operations, case management, and business process design

• Proven ability to lead cross functional teams and manage stakeholder expectations

• Excellent written, verbal, and facilitation skills.

Desired

• Experience in government, transportation, tolling, utilities, or large public sector organizations

• Experience with Dynamics 365 integrations, Power Automate, Power Apps, or Power BI

• Familiarity with IT governance, change management, and enterprise architecture concepts

• Microsoft Dynamics 365 certifications (Functional Consultant, Solution Architect) or comparable credentials

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.