CRM Systems Senior Engineer

(3-5 Yrs Experience

About the Role

Are you an expert in Customer Relationship Management (CRM) systems within the telecom sector? We are looking for a Senior CRM Engineer to join our Software Operations team. In this role, you will be at the heart of our customer-facing technology, ensuring that our CRM platforms are seamlessly integrated with the billing and provisioning layers. You will focus on maintaining high system availability, optimizing order management workflows, and ensuring that our product offerings are technically sound and ready for the market.

Key Responsibilities

As a Senior CRM Engineer, you will be instrumental in ensuring the stability and performance of our customer-centric platforms, including:

• System Administration: Manage the end-to-end health of the CRM application layer, including middleware and backend server components.
• Order Management & Troubleshooting: Deep-dive into E2E order flows to identify and resolve bottlenecks or failures in service fulfillment.
• Product Configuration: Perform hands-on configuration of the Product Catalog, including offer creation, dependency rules, and commercial logic.
• Integration & APIs: Troubleshoot and maintain critical interfaces (REST, SOAP, MQ) between CRM and downstream systems like OCS and Provisioning.
• Database Management: Utilize advanced SQL and PL/SQL for data consistency checks, complex reporting, and critical data corrections.
• Automation: Develop and maintain Shell or Python scripts to automate routine application health checks and log analysis.
• Release Management: Support system upgrades, patching, and the deployment of new CRM features under rigorous change management protocols.

Required Qualifications

• Education: Bachelor's degree in Computer Science, IT, Telecommunications, or a related technical field.
• Experience: 3 to 5 years of professional experience in CRM operations or Software Maintenance within a Telecom environment.
• Technical Expertise: Proven hands-on experience with Huawei CRM or similar large-scale Telecom CRM platforms.
• Middleware & OS: Intermediate Linux skills (command-line, shell scripting) and experience managing Middleware applications (WebLogic/Tomcat).
• Database Knowledge: Advanced SQL and PL/SQL skills for complex data analysis and database performance monitoring.
• Integration Knowledge: Solid understanding of Web Services (SOAP/REST), XML/JSON structures, and API troubleshooting.
• Business Process Knowledge: Deep understanding of the eTOM framework, specifically in Marketing, Sales, and Order Handling processes.

Preferred

• System Design: Experience in designing metadata-driven CRM configurations and complex workflow rules.
• Architecture: Familiarity with Microservices architecture and containerized deployments (Docker/Kubernetes).
• Certifications: Any relevant certifications (Huawei HCIP-Cloud, Oracle Java Professional, or TOGAF).