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

• 
  C

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

• 
  I

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

• 
  C

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

• 
  D

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

• 
  M

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

• 
  A

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

• 
  I

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

• 
  S

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

• 
  M

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

• 
  C

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

Shared Activity:

• 
  A

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

• 
  C

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

• 
  E

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

• 
  L

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

• 
  P

  lay 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.

• 
  P

  romptly 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

• 
  T

  echnology Internal Sections

• 
  D

  CT Relevant Sectors / Departments

External

• 
  K

  ey vendors & supplies

• 
  G

  overnment entities

• 
  S

  ervice Provider & Consulting firms

• 
  R

  elevant Federal and Local Agencies/ Authorities

Qualifications

• 
  B

  achelor’s in Computer Science, Information Technology or any other decree within relevant industry.

• 
  R

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

• 
  P

  roficiency in CRM customization, scripting, and integration.

• 
  K

  nowledge of database management and data analysis.

Experience

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

Skills

• 
  F

  ull professional English proficiency both in speaking and writing.

• 
  S

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

• 
  F

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

• 
  S

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

• 
  S

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

• 
  S

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

• 
  S

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

• 
  A

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

• 
  E

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