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 ย hours from CET is allowedย
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.ย
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.ย
2. Objective of the assignmentย
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.ย
3. Tasksย
The Senior CRM Technical Expert will perform the following principal duties:ย
a) Solution Architecture Designย
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.ยb) 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;ยc) Systems Integrationย
Orchestrate integration between Dynamics 365- and third-party systems (ERP, MDM); Lead development of APIs and integration middleware; Ensure enterprise architecture standards compliance.ยd) Change Managementย
Develop user training materials and documentation; Coordinate training sessions for different user groups.
4. Deliverablesย
The Senior CRM Technical Expert will work in collaboration with project and implementation team to achieve the following deliverables:ย
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 documentยb) Design & Configuration
c) Technical Specifications
Custom development specifications Code documentation and standards API design and integration specification documentsยd) Data migration strategy and plan
Source-to-target data mapping documents Data transformation rules and scripts Data validation criteria and test casesยe) Integration
Integration requirements specification Interface control documents API documentation Integration test plans and test casesยf) Post-Implementation Phase Deliverables
Transition to operation procedures Operational Support System Documentationยg) As-built solution documentation
System administration guide Operations manual Maintenance procedures and schedules Backup and disaster recovery documentationย
5. Reporting ย
The Senior CRM Technical Expert will work under the supervision of the ERP Solution Manager (ESD / External Applications Team).ย
6. Profile (e.g. area of specialization/expertise, specific knowledge/skills/experience)ย
a) Education and Certificationย
Requiredย
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.ยDesirableย
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.ยb) Experienceย
Requiredย
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.ยDesirableย
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.ยc) Language ย
Required
Excellent communication skills; spoken and written Englishย
d) ย Job Related Competenciesย
Requiredย
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.
Desirableย
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 ย
Initial contract duration is 6 months, from September 1st, 2025 to February 28, 2026 renewable depending on performance, needs and budget.ย
Applicants are requested to provide an indication of their remuneration expectations of a daily rate in either Swiss francs, Euros, British Pounds or USD.ย
Payment will be made on a monthly basis, subject to satisfactory completion of services and deliverables. ย
8. Other information
ย
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 contractorโs agreement. ICS are not entitled to payment for holiday and sick leave, medical insurance, or staff pension benefits. ย
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. ย