JOB DESCRIPTION

Title of Assignment: Senior CRM Technical Expert

Name of unit/sector: Administration, Finance and Management Sector, Information and Communication Technology Department, Enterprise Solutions Division

Place of Assignment: Remotely (up to 80%) and On-site at WIPO HQ, Geneva, Switzerland (min. 20%). For remote work, a maximum time zone difference of 3  hours from CET is allowed

Expected places of travel (if applicable): Geneva, for an estimate of cumulated 3-4 weeks during initial assignment period

Expected duration of assignment: 6 months with a possibility of renewal

1. Organizational Context

The World Intellectual Property Organization (WIPO) operates several key business lines, primarily focusing on the administration of international intellectual property (IP) systems. The main business lines include:

Patent Cooperation Treaty (PCT): Facilitates the international filing of patents, allowing applicants to seek protection in multiple countries through a single application.

Madrid System: Enables the international registration of trademarks, providing a streamlined process for trademark protection across member countries.

Hague System: Offers a mechanism for the international registration of industrial designs, simplifying the process of obtaining design protection in multiple jurisdictions.

Lisbon System: Provides protection for appellations of origin and geographical indications, ensuring that products linked to specific regions are recognized and protected internationally.

These systems constitute WIPO”s primary business lines, each serving a distinct aspect of intellectual property rights on a global scale.

WIPO has embarked into the implementation of a CRM capability to serve its business lines, leveraging Microsoft Dynamics solution.

WIPO anticipates approximately 400 internal users for the CRM system in the short term, with potential scalability to accommodate over 180,000 external users if required.

The implementation of the solution is awarded to an external company.

2. Objective of the assignment 

The Senior CRM Technical Expert will participate closely in the implementation of the CRM solution, including solution implementer oversight and quality assurance, ensuring adequate implementation and delivery in line with business requirements and in collaboration with Project Team. The Expert will ensure as well proper solution transfer to production and setting up operational capability.

3. Tasks 

The Senior CRM Technical Expert will perform the following principal duties:

a) Solution Architecture Design

Participate to the design of the overall Dynamics 365 solution architecture;
Map integration points with existing enterprise systems (ERP, MDM, etc.);
Define data models and entity relationships;
Establish security framework and compliance controls;
Create technical documentation and solution blueprints. 

b) System Configuration and Customization

Participate to configuration of Dynamics 365 to meet business requirements;
Direct development of custom entities, forms, workflows, and business rules;
Guide creation of custom dashboards and reports;

c) Systems Integration 

Orchestrate integration between Dynamics 365- and third-party systems (ERP, MDM);
Lead development of APIs and integration middleware;
Ensure enterprise architecture standards compliance.

d) Change Management 

Develop user training materials and documentation;
Coordinate training sessions for different user groups.

 

 

4. Deliverables 

The Senior CRM Technical Expert will work in collaboration with project and implementation team to achieve the following deliverables:

a) Solution Architecture Package

High-level solution architecture diagram
Detailed technical architecture specifications
Integration architecture blueprint
Data model and entity relationship diagrams
Security and compliance framework document

b) Design & Configuration

Functional Design Documents
Detailed functional specifications
System configuration documentation
Customization design documents
UI/UX design mockups

c) Technical Specifications

Custom development specifications
Code documentation and standards
API design and integration specification documents

d) Data migration strategy and plan

Source-to-target data mapping documents
Data transformation rules and scripts
Data validation criteria and test cases

e) Integration

Integration requirements specification
Interface control documents
API documentation
Integration test plans and test cases

f) Post-Implementation Phase Deliverables

Transition to operation procedures
Operational Support
System Documentation

g) As-built solution documentation

System administration guide
Operations manual
Maintenance procedures and schedules
Backup and disaster recovery documentation

5. Reporting  

The Senior CRM Technical Expert will work under the supervision of the ERP Solution Manager (ESD / External Applications Team).

6. Profile (e.g. area of specialization/expertise, specific knowledge/skills/experience) 

a) Education and Certification

Required 

University degree in information technology, computer science or a related field. Significant experience in the required field could be considered in lieu of the IT related degree.

Desirable 

Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate;
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate;
Microsoft Certified: Power Platform Solution Architect Expert;
Microsoft Azure Fundamentals certification (or higher level);
Project Management certification (PMP, PRINCE2, or equivalent);
ITIL certification.

b) Experience

Required 

8 years of experience in CRM implementation projects;
5 years of specific experience with Microsoft Dynamics 365 implementations;
2 implementations of Microsoft Dynamics 365 in the last 5 years;
Demonstrated experience leading end-to-end CRM implementation projects, including the management of CRM implementation teams;
History of defining CRM architecture in alignment with enterprise architecture standards;
Experience developing integration solutions between Dynamics 365 and third-party systems;
Background in conducting requirement gathering workshops and solution design sessions;
Experience in post-implementation support and continuous improvement initiatives;
Track record of successful stakeholder management at executive levels.

Desirable 

Experience integrating Microsoft Dynamics with ERP systems (Oracle Fusion);
Hands-on experience with MDM solutions and their integration with Dynamics 365;
Experience in integration with telephony systems and Dynamics 365;
Experience in change management and user adoption strategies;
Proven ability to manage project budgets, timelines, and resources.

c) Language

Required

Excellent communication skills; spoken and written English

d)  Job Related Competencies

Required 

Advanced knowledge of Microsoft Dynamics 365 platform architecture and capabilities;
Proficient in Dynamics 365 customization, configuration, and extension development;
Proficient in Azure Dataverse, DevOps;
Strong understanding of CRM business processes and industry best practices;
Expertise in data migration strategies, ETL processes, and data governance;
Skilled in enterprise integration patterns and middleware solutions;
Experience with API management and web services (REST, SOAP);
Understanding of security principles and compliance requirements;
Experience with Agile methodologies and DevOps practices;
Strong project management and team leadership capabilities;
Excellent stakeholder management and communication skills;
Business process analysis and reengineering expertise;
High attention to details.

Desirable 

Strong knowledge of Master Data Management (MDM) principles and practices;
Familiarity with ERP systems and ERP-CRM integration frameworks;
Proficiency in Power Platform tools (Power Automate, Power Apps, Power BI);
Advanced SQL and database management skills.

7. Duration of the contract and payment  

Initial contract duration is 6 months, from September 1st, 2025 to February 28, 2026 renewable depending on performance, needs and budget.

Applicants are requested to provide an indication of their remuneration expectations of a daily rate in either Swiss francs, Euros, British Pounds or USD.

Payment will be made on a monthly basis, subject to satisfactory completion of services and deliverables.

8. Other information

a) ICS (Individual Contractor Services) fall outside the coverage of employment contracts for WIPO Staff members and are not subject to the WIPO Staff Regulations and Rules. It is an independent contractor’s agreement. ICS are not entitled to payment for holiday and sick leave, medical insurance, or staff pension benefits.

b) To ensure outreach to the widest possible pool of qualified candidates, the ICS modality is not the only method that WIPO employs to source this profile. A parallel process has been launched to receive candidate profiles from staffing agencies currently collaborating with WIPO under long term agreement.

Level of Education: Bachelor Degree

Work Hours: 8

Experience in Months: No requirements