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Vice President - MS Dynamics Lead

Job ID: R-013422 Date posted: 05/07/2021 Primary Location SC-Fort Mill Other Locations TX-Austin , CA-San Diego

Are you passionate about digital transformation? Have you applied innovation & technology to redefine customer care & user experience? Does the opportunity to lead a team to create a first in the industry service experience excite you? If yes, then this could be the role for you.

Excited to learn more? Check out the opportunity to join our team.


Job Overview

Vice President - CRM - MS Dynamics Technology Platform Lead

With LPL Financial you will have the opportunity to be part of a team obsessed with creating a transformational service experience for our advisors through our  LPL’s Customer Care program and we are looking for the right candidate for the position of VP, Technology - Platform Lead to drive delivery of LPL’s enterprise case management platform. The ideal candidate will be responsible for driving the strategy and implementation of the target state platform for LPL Financial based on MS Dynamics 365 and related desktop solution/technologies.

As a critical component of the Customer Care transformation journey, the case management platform plays a significant role in delivering a transformative employee experience and delivering effective management of complex issues escalated to the LPL home office team.

The technology lead will bring a digital savvy mindset, strategic thinking and in-depth experience leveraging MS-Dynamics Customer Engagement platform to deliver this target state solution. This role will work closely with leaders on the business and identify opportunities, assess their impact, formulate potential alternatives, and architect /drive solutions tailored to suit each line of business. They will partner with enterprise architects and technology leaders to determine and contribute to the determination of technical and operational needs of enterprise wide case management solutions.


Responsibilities:

  • Architect the enterprise case management platform using cloud-based solutions primarily MS Dynamics 365 & supporting technologies.

  • Lead engineering teams to develop and apply reusable artifacts and frameworks, define reference architectures, design, develop & manage change.

  • Build relationships with technical & business leaders and business decision-makers to enhance collaboration, information sharing, decision-making, and influence decisions

  • Excel with evaluating, experimenting & delivering emerging technologies including AI/ Machine learning

  • Build solutions/ capabilities supporting multiple business units to deliver an exceptional customer and user experience.

  • Responsible to define, design, develop and deploy applications/services and proof-of-concepts to build/support new and enhance existing products.

  • Design business processes and integration between Microsoft Dynamics 365 CRM applications and other applications include telephony software, chat and other channels.

  • Enforce and guide governance of CRM implementation on cloud platform including security & compliance.

  • Work independently with business partners, architects, product owners to shape ideas and requirements into applications following industry standard guidelines for code/database maintenance and performance.

  • Collaborate with and lead a balanced team of developers to deliver projects/features.

  • Communicate effectively with cross-functional stakeholders and application integration partners.

  • Application resiliency, scalability and performance design. Identify and resolve performance and scalability issues.


What does your success look like in the first 90 days?

  • Build your connections and get business partners to buy into your technology & management philosophy

  • Assess the current operating environment and identify opportunities to drive transformation.

  • Review platform’s reference architecture to realign and guide target state opportunities.


What are we looking for?

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team oriented, and are able to execute in a way that encourages creativity and continuous improvement.


Requirements:

  • 10-14+ years of experience working with Microsoft Dynamics platform with extensive Dynamics CRM & Customer Engagement/ Service/ Sales implementations.

  • Deep understanding of MS Dynamics architecture & platform capabilities including Customer engagement entities - Case Management, Contact / Party and Workflow

  • Hands on design experience with Web Services (REST, SOAP, etc.) is needed to be successful in this position.

  • Strong understanding of cloud implementation, awareness/knowledge with PaaS/IaaS cloud-native applications. Exposure to Cloud development and delivery models.

  • Experience with Azure Event Hubs or any other similar Pub-Sub technology.

  • 3+ years in an Agile environment.

  • Strong interpersonal skills and be a strong team player. Ability to share knowledge and coach software engineers on their team.


Core Competencies:

  • Demonstrate deep understanding of customer service domain, architecture and tools and technologies (use of full suite of products from the MS Dynamics product suite – Power Apps, Flow, Power BI )

  • Demonstrate strong understanding of supporting technologies such as remote and virtual desktop management, storage, backup, web, middleware, database, Active Directory, and other technologies needed to architect & develop customer service platforms

  • Hands on Microsoft Dynamics 365 development experience for MSD Customer Engagement, Sales or other modules.

  • Deep understanding and knowledge of leveraging core Dynamics components – Power BI, Flow, Power Apps & connectors for enhancing user experience.

  • Senior Dynamics 365 CRM technology & platform lead with key focus on design, architecture, development & delivery of our corporate Microsoft Dynamics 365 CRM.
  • MS Visual Studio, Microsoft TFS, Visio, Postman, SoapUI, SQL Server Query Execution Tools, Team City, Octopus, JIRA.

Why LPL? 

At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We are one team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees.We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.

Want to hear from our employees on what it’s like to work at LPL?  Watch this!

We take social responsibility seriously. Learn more here

Want to see info on our benefits?  Learn more here

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an @lpl.com email address and will never conduct an interview online or in a chatroom forum.  During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card.  Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (800) 877-7210.

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