Senior CRM Support Engineer

Responsible for providing Technical Support, maintenance, development, and troubleshooting for Tecnotree CRM, Peoplesoft and Dimelo Social CRM in Telecom operator environment

Principal Duties And Responsibilities

• Provide day-to-day operational support for the CRM application, ensuring its availability, performance, and reliability.
• Manage and perform customizations of the CRM ,Product Catalogue, Loyalty platform based on business requirements, including changes to workflows, business components, applets, and views.
• Perform regular health checks, monitoring, and troubleshooting of the CRM application and related components.
• Resolve technical issues and user-reported bugs efficiently, ensuring minimal downtime and disruption to business operations.
• Modify and enhance configurations to meet evolving business processes and ensure seamless integration with other systems.
• Implement and maintain performance monitoring tools and dashboards to track the performance of CRM.
• Identify and resolve performance bottlenecks, tuning the system for improved response times and scalability, especially during high-demand periods.
• Lead the investigation and resolution of incidents related to the CRM system, following ITIL best practices for root cause analysis and corrective actions.
• Proactively address recurring issues and provide long-term solutions to prevent future outages or performance degradation.
• Plan, test, and execute CRM patches, updates, and version upgrades while minimizing service interruptions.
• Ensure compatibility of customizations and integrations during system upgrades, performing thorough regression testing and documentation.
• Manage CRM databases, including regular maintenance, performance tuning, and optimization.
• Ensure data integrity and consistency through scheduled backups, restoration, and disaster recovery testing.
• Support integration between CRM and other enterprise systems (e.g., ERP, billing systems, third-party applications), troubleshooting data flow and connectivity issues.
• Monitor and manage EAI (Enterprise Application Integration) processes, ensuring data synchronization across systems.
• Implement security best practices for CRM, including role-based access controls (RBAC), encryption, and regular security audits.
• Ensure the system is compliant with corporate data security policies and applicable industry regulations (e.g., GDPR).
• Maintain up-to-date technical documentation, including operational procedures, configuration changes, and troubleshooting guides.
• Collaborate with cross-functional teams including business analysts, developers, and project managers to ensure seamless CRM operations.
• Work closely with business stakeholders to understand evolving requirements and provide timely technical solutions.

Education And Qualification

• Bachelors Degree or above
• Minimum of 5 years of Experience in CRM Solution Architecting.
• Minimum of 5 years of Experience in Telco Domain.
• Strong trouble shooting skills on Tecnotree CRM, Peoplesoft, Dimelo Social CRM
• Good knowledge in database like Oracle, SQL

Experience

• 7+ Years

Special Skills

• Independent problem solver, self-driven and possess great tact
• Pleasant personality, excellent communications and presentation skills
• Enjoys new challenges and interest in technologies and services
• Good command of spoken and written English
• Ability to work under pressure and flexible, willing extend working hours to exceptionally complete projects
• Ability to work in a team, professionally and personally with different reporting schemes
• Effective time management