• Analyze complex business needs and translate them into user stories and innovative CRM solutions. • Lead system configurations, integrations, and customizations in collaboration with Product Owner and Technical Consultant. • Drive and support impactful cross-system CRM-ERP projects. • Oversee daily operations of D365 CE—resolve support tickets and manage change requests. • Design and execute test scenarios, evaluate results, and supervise user acceptance. • Coordinate and deliver key user training and workshops to ensure strong adoption. • Maintain up-to-date CRM documentation and act as a bridge between business and technical teams. • Champion the latest trends and best practices in sales automation and Dynamics 365 CE.

• Take complete ownership of a book of business consisting of large, enterprise accounts, operating as the primary advisor on activation and business value to help customers achieve their digital goals. • Design and deliver use case–based training curriculum across all enterprise functions, enabling organizations to solve their most pertinent digital challenges and to operationalize Quantum Metric at scale. • Go beyond defect detection to identify innovative, high-value opportunities for digital optimization across both digital and omni-channels experiences. • Establish and maintain advanced-level mastery of the Quantum Metric platform, understanding how to derive value from each feature and how to translate each into solving customer business questions. • Provide thought leadership on industry best practices, guiding peers and customers alike on how to maximize value from the platform. • Anticipate renewal risks and proactively monitor customer engagement tied to adoption and value to surface concerns early and often. • Serve as a vertical specialist for retail accounts.

• Guide customers on best practices for utilizing existing CXone infrastructure and optimization roadmap. • Audit existing IVR, ACD, and omnichannel workflows in CXone Studio to identify inefficiencies. • Provide technical recommendations on stabilizing legacy NiceInContact implementations or preparing them for modernization. • Assess and advise on data flow integrations between CXone and external CRMs using REST APIs. • Review routing logs and configuration settings to troubleshoot high-level performance issues.

• Provide consultative recommendations as well as integration and application design input to the prospect or customer. This includes presenting sales demonstrations with a focus on proactive promotion of business case solutions. • Prepare and validate “Return on Investment” analyses for each project pre-sales and post implementation. • Participate in joint sales calls with the members of the Honeywell Voice sales team for the purpose of providing both operational and technical support. • Assist with training partners to increase their ability to sell, implement, and support Honeywell Voice solutions. • Interact with and inquire business needs from various customer representatives ranging from executives, senior operations management, IT representatives, warehouse operations management, and end-users throughout the pre-sales process. • Document the initial system design and application requirements during the presales process. • Responsible for complex, in-depth technical support and product assistance in the selection portion of the sales process. • Provide internal Product Development group with customer feedback for the improvement of existing products and the development of future products.