BUSINESS TECHNOLOGY PROJECT MANAGER (CRM & ERP) - HYBRID

We are seeking a highly skilled Technical Leader to lead and support Application Management Services (AMS) programs across multiple enterprise platforms, including CRM (Dynamics 365), CCaaS (NICE), Unified Service Layer (USL), and Workday Finance and Human Resources.  

This role will ensure operational excellence, drive continuous improvement, and maintain system stability for mission-critical applications. 

Key Responsibilities 

• AMS Oversight & Governance  
  
• Establish and maintain AMS governance frameworks with robust service reporting and KPI tracking, ensuring compliance with ITIL practices and Capgemini standards 
• Lead technical governance for AMS vendors and ensure adherence to SLAs, KPIs, compliance, and security standards. 
• Monitor and optimize AMS delivery for CRM, CCaaS, USL, and Workday platforms. 
• Incident & Problem Management  
  
• Oversee the resolution of complex technical issues by conducting thorough root‑cause analysis and implementing permanent fixes to reduce recurring incidents. 
• Serve as escalation point for complex technical issues across supported platforms. 
• Drive root cause analysis and implement permanent fixes to reduce recurring incidents. 
• Enhancements & Continuous Improvement  
  
• Manage minor enhancements and continuous improvement initiatives—including automation, performance tuning, and user‑experience improvements—while serving as the primary technical point of contact for stakeholders, delivering regular updates, managing escalations, and driving proactive communication. 
• Collaborate with business stakeholders to prioritize enhancements and minor releases. 
• Ensure technical feasibility and quality of AMS-driven changes. 
• Integration & Architecture
• Maintain architectural integrity across CRM, CCaaS, USL, and Workday ecosystems. 
• Oversee integrations between platforms and external systems, ensuring data consistency and security. 
• Vendor & Stakeholder Management
• Partner with AMS vendors, internal teams, and business units to align objectives and deliverables. 
• Provide technical leadership during vendor reviews and performance assessments. 
• Compliance & Security
• Ensure AMS processes comply with organizational security posture and regulatory requirements. 
• Support audits and implement remediation plans as needed.