Finance Technology CRM Platform with Case Management

Served as a Senior CRM Engineer on a Finance Technology CRM Platform initiative within the Fintech industry, delivering tailored Dynamics 365 solutions to improve operational efficiency. Customized workflows, ribbons, site maps, business process flows, and entities in Dynamics CRM to address complex business needs, and leveraged Power Automate, XRM Toolbox, North52, and custom workflow activities to extend functionality and automate key processes.

Additionally, managed a third-party chat integration that automatically created cases and connected across operational processes, and developed a chatbot with complete conversational flows to support customer interactions and streamline case creation. Implemented routing rules to automatically assign cases based on issue type, category, and priority, ensuring prompt handling and consistent service delivery. Collaborated with business analysts, management, and end users to define requirements and deliver enhancements through all phases of the development lifecycle.