CRM Migration Coordinator

This role bridges the US client with the India-based offshore team for migrating from Call Center CRM to Contact Center CRM, focusing on enhanced omnichannel customer experience.

Key Responsibilities

• Act as primary liaison between client stakeholders, onsite team, and offshore India team to ensure seamless communication, requirement gathering, and project alignment in the onsite-offshore model.
• Lead migration planning from Call Center CRM (voice-focused) to Contact Center CRM (omnichannel: voice, chat, email, social), including gap analysis, data mapping, configuration, testing, and go-live.
• Coordinate daily stand-ups, status updates, issue resolution, and feedback loops; manage expectations, risks, and escalations to drive timely delivery.
• Facilitate client workshops for requirements, UAT, and training; ensure compliance with credit union regulations (e.g., data security, financial services standards).
• Monitor project timelines, budgets, and KPIs (e.g., CX metrics like resolution time, CSAT); report progress via tools like Jira, MS Teams, or Dynamics dashboards.
• Support offshore team with US time zone overlap for real-time collaboration, knowledge transfer on credit union domain, and customization for customer experience enhancements.

Required Qualifications

Category

Details

Experience

7+ years in CRM implementations/migrations; 3+ years hands-on with both Call Center CRM (e.g., traditional telephony systems) and Contact Center CRM (e.g., Microsoft Dynamics 365 Contact Center, NICE, Genesys); proven onsite-offshore project delivery.

Technical Skills

Expertise in Dynamics 365 (preferred), omnichannel setup, API integrations, data migration tools; familiar with Azure/AWS for cloud migrations; credit union/financial services domain knowledge a plus.

Soft Skills

Exceptional communication (written/verbal) for cross-cultural teams; stakeholder management; agile/scrum certified (PMP/Scrum Master ideal).

Education

Bachelor's in IT/Computer Science; certifications like Microsoft Dynamics 365, CCaaS, or ITIL.

Other

Willingness to work US hours; US work authorization; travel flexibility within USA