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 Customize and configure the CRM software to meet the DCT's unique requirements, including data fields, workflows, and automation. Implement integrations between CRM systems and other applications or databases to ensure data consistency, efficiency, and streamline operations. Collaborate with cross-functional teams to gather integration requirements and provide technical solutions. Develop and implement custom solutions within the CRM platform, such as custom objects, scripts, and reports, to meet specific business needs. Maintain data quality and integrity within the CRM system, including data cleansing, deduplication, and regular data updates. Address user inquiries and troubleshoot issues promptly to maintain system uptime. Implement and enforce security measures to protect customer data and ensure compliance with data protection regulations. Stay up-to-date with relevant data privacy laws and industry best practices. Monitor and analyze the CRM system's performance to identify and address bottlenecks and optimize system efficiency. Create and maintain comprehensive documentation for CRM system configurations, customizations, and integration processes. Shared Activity: Assume a lead role in additional duties and responsibilities as directed by senior management, ensuring strategic alignment and operational efficiency. Champion adherence to all relevant departmental policies, standard operating procedures, and guidelines, ensuring work across teams is cohesive and consistent. Exemplify and promote the organization's values and ethics, driving a culture of integrity and value-centricity. Lead the identification of opportunities for continuous improvement, focusing on global standards, potential for productivity enhancement, and cost-efficiency. 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. 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 Technology Internal Sections DCT Relevant Sectors / Departments External Key vendors & supplies Government entities Service Provider & Consulting firms    Relevant Federal and Local Agencies/ Authorities Qualifications Bachelor's in Computer Science, Information Technology or any other decree within relevant industry. Relevant CRM certification (e.g., Salesforce Certified Administrator) or others is preferred. Proficiency in CRM customization, scripting, and integration. Knowledge of database management and data analysis. Experience Proven experience of at least 3years with MS dynamics CRM systems and platforms. Skills Full professional English proficiency both in speaking and writing. Skilled in MS Office (PowerPoint, Word and Excel). Familiarity with data security and privacy regulations (e.g., GDPR) is advantageous. Strong analytical skills with the ability to interpret complex data and information. Strong problem-solving, troubleshooting , and critical-thinking skills. Strong communication and interpersonal skills to collaborate effectively with stakeholders/vendors and cross-functional team members. Self-motivated with a proven ability to complete work in a timely manner. Ability to quickly translate business needs into clear and effective technical solution. Excellent written and verbal communication skill - including appropriate stakeholder alignment.