Microsoft Dynamics CRM Lead

Inclusion without Exception

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people’s stories across our workforce and implemented through equitable workplace policies and processes.

TCS is an IT services, consulting, and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 55 years. Its consulting-led, cognitive-powered portfolio of business, technology, and engineering services and solutions is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development. A part of the Tata group, India's largest multinational business group, TCS operates in 55 countries and employs over 607,000 highly skilled individuals, including more than 10,000 in Canada. The company generated consolidated revenues of US $30 billion in the fiscal year ended March 31, 2025, and is listed on the BSE and the NSE in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.

Job Description:

Experienced Microsoft Dynamics CRM Lead to head the implementation, customization, and support of Microsoft Dynamics 365 CRM solutions. This role involves leading the CRM team, Architecting the solution, collaborating with business stakeholders, managing integrations, and ensuring timely, high-quality delivery of CRM capabilities to the organization.

Key Responsibilities:

Leadership & Delivery

Lead the end-to-end implementation and support of Microsoft Dynamics 365 CRM (Sales, Customer Service, Marketing, Field Service modules). Oversee a team of CRM functional consultants, developers, testers, and support analysts. Drive project planning, resource allocation, risk management, and delivery tracking.

Ensure solutions align with organizational goals, best practices, and compliance standards.

Stakeholder Management

Act as the primary liaison between business users and technical teams.

Gather, analyze, and validate business requirements for CRM enhancements.

Conduct workshops, demos, and training sessions for stakeholders and end-users. Provide regular status updates and dashboards to senior management.

Solution Architecture & Integration

Define CRM architecture, configuration, and customization standards.

Oversee integration of Dynamics 365 CRM with other enterprise systems (ERP, GIS, OneLand, etc.). Ensure data quality, consistency, and secure handling of customer information.

Team & Process Management

Mentor and guide CRM consultants and developers to build skills and deliver quality work. Define and enforce coding standards, testing practices, and documentation guidelines. Manage change requests, release planning, and post-implementation support processes.

Continuous Improvement

Evaluate new Dynamics 365 CRM features, updates, and third-party add-ons to recommend improvements. Identify automation, analytics, and AI opportunities within CRM processes.

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodation during the recruitment and selection process, please inform Human Resources.

Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.