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Date:  Apr 2, 2024

Toronto, ON, CA

Operating Sector:  Information Services

Position Title:  CRM Functional Lead

Come Build Your Career at Aecon!

As a Canadian leader in infrastructure development, Aecon is safely and sustainably building what matters for future generations to thrive! We lead some of the most impactful infrastructure projects of our generation, at the forefront of transformational change in transportation and energy, and partnering every day to build, connect, power, and strengthen our communities.

At Aecon, you can count on:

  • Safety First. Our number one core value. If we can’t do it safely, we don’t do it at all.
  • Integrity. We lead by example, with humility and courage.
  • Accountability. We’re passionate about delivering on our commitments.
  • Inclusion. We provide equitable opportunities for everyone.


We lead the infrastructure industry with purpose, and our people are at the heart of everything we do. So, we invest in our people, just like they invest in us! 


At Aecon we:

  • Ensure you and your family receive the services needed to support your mental, emotional, and physical well-being
  • Believe in helping you build your career through our Aecon University and Leadership Programs
  • Are committed to supporting and investing in inclusive work environments, through initiatives like Equity, Diversity & Inclusion training, our Aecon Women in Trades and Aecon Diversity in Trades programs, and our Employee Resource Groups (ERGs) to ensure we are building inclusion into every aspect of our culture at Aecon.
  • Are a leader in sustainable construction. With a strong commitment to operating responsibility by minimizing our impact on the environment and surrounding communities.


Our business success relies on strong execution and continuous improvement – driven by the diversity, expertise and teamwork of our people. We’re always searching the globe for innovative, collaborative minds to join our best-in-class Aecon community!


What Is The Opportunity?

As a Functional Lead for CRM, you will be responsible for leading the design, development, and implementation of CRM solutions (Microsoft Dynamics 365 Sales, Field Service Management) for Aecon's business units and sales teams. You will work closely with the business stakeholders to understand their requirements, challenges, and goals, and translate them into effective CRM solutions that align with Aecon's strategic objectives. You will also have experience with integration to SAP and other enterprise systems, and ensure that the CRM solutions are scalable, secure, and compliant with Aecon's standards and policies.


What You Will Do Here:

  • Lead the functional analysis, design, configuration, testing, and deployment of CRM solutions (Microsoft Dynamics 365 Sales, Field Service Management) for Aecon's business units and sales teams in accordance with Aecon’s specification standards.
  • Manage application design according to Aecon’s business processes and requirements.
  • Work closely with the business process leads and end users to gather, validate and document  project and enhancement requirements.
  • Coordinate and collaborate with the Solution Architect, CRM technical team, the SAP team, and other IS teams to ensure the integration and interoperability of CRM solutions with other enterprise systems and applications.
  • Provide training, support, and guidance to the CRM users and administrators, and troubleshoot and resolve any CRM issues or incidents.
  • Monitor and evaluate the performance, usage, and adoption of CRM solutions, and provide feedback and suggestions for continuous improvement and enhancement.
  • Stay updated with the latest CRM trends, technologies, and best practices, and identify and implement opportunities for innovation and optimization.
  • Work with internal application security team to ensure that correct application access roles and permissions are created and maintained.
  • Configure application functionality for any requirement/enhancement.
  • Document and execute Unit Testing and System Integration testing.
  • Coordinate with the QA Lead and QA Team to ensure appropriate QA testing.
  • Provide support and expertise after go-live of the initial rollout projects.
  • Comply with Application and IS change management processes and expediate changes as needed for high priority issues.
  • Work closely and productively with application support/implementation vendor for day to day work or any other work.
  • Participate in Internal, Customer and Regulatory Audits if required.
  • Strong multitasking skills with ability to manage multiple deliverables and projects at the same time.
  • Excellent communication skills and strong interpersonal skills.
  • Drive an inclusive culture to promote equity, welcome different perspectives, and enable career progression by fostering a sense of belonging.  


What You WIll Bring To The Team:

  • University Degree in Computer Science or related area from an accredited institution.
  • Minimum 5 years of experience in CRM functional analysis, design, configuration, and implementation, specifically with Microsoft Dynamics 365 Sales and Field Service Management.
  • Certification in Microsoft Dynamics 365 Sales and/or Field Service Management is an asset.
  • Strong knowledge of CRM business processes, functionalities, and best practices, especially in the areas of sales, customer service, and field service management.
  • Experience with integration of CRM solutions with SAP and other enterprise systems and applications, using various methods and tools.
  • Strong decision making, analytical, troubleshooting and communication skills.
  • Excellent communication, presentation, and interpersonal skills, with the ability to communicate effectively with both technical and non-technical audiences.
  • Strong problem-solving, and analytical skills, with the ability to manage multiple tasks and priorities in a fast-paced environment.
  • Ability to work independently and as part of a team, and to lead and mentor other CRM team members.
  • Be a champion of inclusion and diversity. 




Aecon fosters diversity, inclusion and belonging within and across our organization. We welcome all to apply including, women, visible minorities, Indigenous peoples, persons with disabilities, and persons of any sexual orientation or gender identity.


We are committed to adhering to the objectives and requirements outlined in the Accessible Canada Act (ACA), and to meeting the accessibility needs of persons with disabilities in a timely manner, through the implementation of the requirements of the ACA and its applicable regulations. If you require accommodation under the ACA during any step of the application process please click here.

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