CRM Engineer JOB

Job Title:CRM Engineer

Sector: Support Services

Department: Technology

Section: Business Applications

Direct Manager: Applications Unit Head

Role Purpose:

Lead on the technical implementation, integration, and maintenance of CRM systems to optimize customer interactions, streamline processes, and enhance overall customer satisfaction. Closely collaborate with cross-functional teams to ensure data integrity, optimizing CRM solutions and that CRM platforms and systems optimally align with overall objectives and customer relationship management efforts.

Key Responsibilities:

Business Strategy & Analysis

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  Customize and configure the CRM software to meet the DCT's unique requirements, including data fields, workflows, and automation.

  
  


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  Implement integrations between CRM systems and other applications or databases to ensure data consistency, efficiency, and streamline operations.

  
  


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  Collaborate with cross-functional teams to gather integration requirements and provide technical solutions.

  
  


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  Develop and implement custom solutions within the CRM platform, such as custom objects, scripts, and reports, to meet specific business needs.

  
  


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  Maintain data quality and integrity within the CRM system, including data cleansing, deduplication, and regular data updates.

  
  


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  Address user inquiries and troubleshoot issues promptly to maintain system uptime.

  
  


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  Implement and enforce security measures to protect customer data and ensure compliance with data protection regulations.

  
  


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  Stay up-to-date with relevant data privacy laws and industry best practices.

  
  


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  Monitor and analyze the CRM system's performance to identify and address bottlenecks and optimize system efficiency.

  
  


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  Create and maintain comprehensive documentation for CRM system configurations, customizations, and integration processes.

  
  

Shared Activity:

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  Assume a lead role in additional duties and responsibilities as directed by senior management, ensuring strategic alignment and operational efficiency.

  
  


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  Champion adherence to all relevant departmental policies, standard operating procedures, and guidelines, ensuring work across teams is cohesive and consistent.

  
  


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  Exemplify and promote the organization's values and ethics, driving a culture of integrity and value-centricity.

  
  


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  Lead the identification of opportunities for continuous improvement, focusing on global standards, potential for productivity enhancement, and cost-efficiency.

  
  


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  Play a proactive role in EHS initiatives, ensuring adherence to DCT's Occupational Safety and Health policy and regulations, and support the Corporate EHS in the optimal execution of the OSHMS.

  
  


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  Promptly report and provide insights on any incidents, unsafe practices, and conditions to higher management, and participate in high-level discussions for the investigation of OSH incidents as required.

  
  

Communication and Business Relationships

Internal

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  Technology Internal Sections

  
  


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  DCT Relevant Sectors / Departments

  
  

External

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  Key vendors & supplies

  
  


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  Government entities

  
  


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  Service Provider & Consulting firms

  
  


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  Relevant Federal and Local Agencies/ Authorities

  
  

Qualifications

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  Bachelor's in Computer Science, Information Technology or any other decree within relevant industry.

  
  


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  Relevant CRM certification (e.g., Salesforce Certified Administrator) or others is preferred.

  
  


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  Proficiency in CRM customization, scripting, and integration.

  
  


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  Knowledge of database management and data analysis.

  
  

Experience

• Proven experience of at least 3years with MS dynamics CRM systems and platforms.

Skills

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  Full professional English proficiency both in speaking and writing.

  
  


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  Skilled in MS Office (PowerPoint, Word and Excel).

  
  


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  Familiarity with data security and privacy regulations (e.g., GDPR) is advantageous.

  
  


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  Strong analytical skills with the ability to interpret complex data and information.

  
  


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  Strong problem-solving, troubleshooting , and critical-thinking skills.

  
  


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  Strong communication and interpersonal skills to collaborate effectively with stakeholders/vendors and cross-functional team members.

  
  


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  Self-motivated with a proven ability to complete work in a timely manner.

  
  


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  Ability to quickly translate business needs into clear and effective technical solution.

  
  


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  Excellent written and verbal communication skill - including appropriate stakeholder alignment.