CRM EngineerDynamics 365 CEPower Platform

Roles and responsibilities

A CRM Engineer (Customer Relationship Management Engineer) is responsible for designing, implementing, and maintaining CRM systems to help businesses manage customer relationships and interactions. They ensure that CRM tools are aligned with business goals, integrate with other systems, and are optimized to improve customer service, sales, and marketing efforts.

Roles & Responsibilities

CRM Software Expertise:

• In-depth knowledge of CRM platforms such as Salesforce, Microsoft Dynamics 365, HubSpot, Zoho CRM, and SugarCRM. Familiarity with cloud-based CRM solutions is especially important.
• Ability to configure, customize, and maintain CRM systems based on the needs of the business. This includes setting up user interfaces, workflows, and automation rules.
  

Database Management & SQL

• Database skills are crucial, as CRM systems typically store large amounts of customer data. Knowledge of relational databases like SQL Server, MySQL, or Oracle is essential.
• Ability to write complex SQL queries for extracting, modifying, and analyzing data, as well as optimizing database performance.
  

CRM Integration Expertise

• Experience with system integrations to connect CRM with other tools such as ERP systems, marketing automation platforms, customer service platforms, and third-party applications (e.g., finance, sales, and support tools).
• Familiarity with integration technologies like APIs, Webhooks, SOAP/REST, and middleware(e.g., MuleSoft, Dell Boomi).
• Understanding of integration protocols and data formats such as JSON, XML, and CSV for smooth data exchanges between systems.
  

Customization & Configuration

• Ability to customize CRM features to meet business requirements, such as adding custom fields, developing dashboards, creating reports, and automating processes.
• Proficiency in workflow automation, enabling streamlined processes for sales, marketing, and customer support.
• Experience in customizing user roles and permissions to ensure appropriate access and security for users.
  

Software Development & Scripting

• Proficiency in programming languages like JavaScript, Apex (for Salesforce), C#, Python, and other web technologies for CRM customization.
• Experience with CRM-specific coding languages and frameworks (such as Apex for Salesforce or X++ for Microsoft Dynamics).
• Writing scripts or code for data imports/exports, custom reports, or automation features to meet specific business needs.
  

Data Migration & Data Management

• Skills in data migration, ensuring smooth transitions when moving customer data from one CRM system to another.
• Proficiency in data cleansing and data integrity practices to ensure that customer data remains accurate, consistent, and up-to-date.
• Understanding of data structures and being able to map data fields between legacy systems and the new CRM.

Desired candidate profile

• Basic understanding of UI/UX principles to enhance the usability of CRM systems. This includes designing intuitive dashboards, user interfaces, and workflows that are aligned with business requirements.
• Familiarity with front-end technologies (HTML, CSS, JavaScript) to support CRM customization and improvements.
  

Business Process Knowledge

• Understanding of business processes like sales, customer service, and marketing to ensure that CRM solutions meet business needs.
• Ability to map and optimize business processes to ensure the CRM system supports sales cycles, customer support workflows, and marketing campaigns.
  

Project Management & Agile Methodologies

• Experience with project management to lead or support CRM implementations, upgrades, or integrations. This includes managing timelines, scope, resources, and deliverables.
• Familiarity with Agile or Scrum methodologies to manage CRM development projects and ensure iterative progress with frequent updates and stakeholder collaboration.
  

Problem-Solving & Troubleshooting

• Strong analytical and troubleshooting skills to resolve issues within CRM systems, integrations, or customizations. Ability to identify problems quickly and find effective solutions.
• Experience in diagnosing issues with performance, data integrity, or user access and providing timely resolutions.
  

Security & Compliance

• Knowledge of data security protocols, ensuring that customer data is protected within CRM systems and complies with data privacy regulations such as GDPR, CCPA, and HIPAA.
• Understanding of role-based access control (RBAC) and how to implement security measures within the CRM system to protect sensitive customer data.
  

Cloud Technologies & SaaS Solutions

• Familiarity with cloud computing and SaaS (Software as a Service) platforms, as many CRM systems are hosted in the cloud. Understanding the deployment, scaling, and management of cloud-based CRM applications.
• Experience with cloud infrastructure and cloud databases (AWS, Azure, etc.) as part of CRM management.
  

Customer Support & Training

• Ability to provide user support for CRM users, assisting with issues related to functionality, integrations, and data access.
• Developing training materials and documentation for CRM users to ensure that team members understand how to leverage the system effectively.
• Providing user training sessions and offering guidance on best practices for CRM utilization.
  

Performance Monitoring & Reporting

• Experience in monitoring CRM performance, ensuring that the system operates efficiently, especially with large volumes of data or complex integrations.
• Knowledge of reporting tools (e.g., Power BI, Tableau, or CRM-specific reporting tools) to create actionable insights for the business based on customer data and system performance metrics.
  

Change Management

• Experience managing change management processes when introducing new CRM features or upgrades to ensure smooth transitions and minimal disruption to business operations.
• Ability to work with stakeholders to understand the impact of changes and help them adapt to new features, interfaces, or processes.