Job Description
Reporting to the CRM Operations & Order Management Lead, the role holder is responsible for developing, implementing, and maintaining CRM (Customer Relationship Management) systems to enhance customer engagement and business processes. The role focuses on creating scalable, high-quality software solutions that support customer interactions across all touchpoints. This includes analyzing business needs, designing and developing CRM solutions, integrating with other platforms, and ensuring high availability and performance of the systems.
Responsibilities
Key accountabilities and decision ownership
Software Development & Integration
- Design, develop, and implement CRM solutions to meet business and customer requirements.
- Integrate CRM applications with other internal and third-party systems (e.g., billing systems, marketing platforms) to facilitate seamless data flow and process automation.
- Ensure that solutions are scalable, secure, and aligned with company standards and best practices.
System Customization & Configuration
- Customize and configure CRM systems to improve usability and functionality based on business needs.
- Manage CRM configurations, including workflows, user roles, access controls, and automation rules.
- Implement and document customizations, such as new modules, plugins, and UI enhancements.
Quality Assurance & Testing
- Develop and execute test plans to validate functionality, security, and performance of CRM systems.
- Perform unit, integration, and user acceptance testing to identify and resolve defects.
- Ensure solutions are compliant with regulatory requirements and internal quality standards.
Technical Support & Troubleshooting
- Provide second-level support for CRM applications by diagnosing and resolving technical issues quickly and efficiently.
- Work with end-users to resolve CRM-related issues, improve usability, and offer technical guidance.
- Proactively identify and address potential system risks, outages, or security vulnerabilities.
Continuous Improvement & Optimization
- Monitor system performance and use feedback to enhance CRM capabilities and processes.
- Participate in code reviews and collaborate with cross-functional teams to improve code quality and technical standards.
- Stay updated with new CRM technologies, trends, and best practices to drive continuous improvement and innovation.
Collaboration & Communication
- Engage with business stakeholders, product owners, and other engineers to understand requirements and ensure alignment with the overall business strategy.
- Translate technical requirements into actionable development tasks and ensure timely delivery.
- Create and maintain technical documentation for solutions, processes, and troubleshooting guides.
Must have technical / professional qualifications
Technical Skills:
- CRM Platform Experience: Hands-on experience with CRM systems such as Salesforce, Microsoft Dynamics, Oracle Siebel, or other similar platforms.
- Programming Languages & Frameworks: Proficiency in programming languages used for CRM customization and development (e.g., Java, C#, Apex, JavaScript).
- Database Management: Strong knowledge of relational databases and SQL (e.g., MySQL, PostgreSQL, Oracle DB).
- API Integration & Web Services: Experience with RESTful/SOAP APIs for system integration and knowledge of microservices architecture.
- Front-End Development: Basic understanding of front-end technologies (e.g., HTML, CSS, JavaScript frameworks) for UI customization.
Qualifications & Experience:
- Education: Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
- Experience: Minimum of 3-5 years of experience in software engineering, with hands-on experience in CRM development, integration, and support.
- Certifications: Relevant certifications in CRM platforms (e.g., Salesforce Certified Developer, Microsoft Dynamics Certification) are a plus.
- Agile Methodologies: Familiarity with Agile development practices (Scrum/Kanban) and tools (e.g., Jira, Confluence).
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