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Specialist - Enterprise Business Applications (CRM)

2 weeks ago

Qatar Ad Dawhah Fusion Outsourcing and Services Full time

Exciting opportunity with our banking client in Qatar. We arelooking for Experienced IT Senior Specialist to lead the support, optimization,and strategic enhancement of the bank's Customer Relationship Management (CRM)systems. This role requires deep technical expertise in CRM platforms (e.g.,Salesforce Financial Services Cloud, Microsoft Dynamics) to ensure seamlessoperations, regulatory compliance, and exceptional customer experiences. Theideal candidate will resolve complex technical challenges, mentor junior staff,and collaborate with cross -functional teams to align CRM systems with thebank's customer engagement and operational goals.  Key Responsibilities: ​• CRM System Leadership & Support: -     Provide Level 3 support for critical incidents in CRMsystems, including data integration errors, workflow failures, and performancebottlenecks. -     Lead root cause analysis (RCA) and implement long -termsolutions to minimize downtime and enhance system reliability. -     Mentor junior support staff and oversee incidentresolution to meet SLAs and business expectations.•  System Optimization & Integration: -     Design and optimize CRM workflows, customersegmentation rules, and omnichannel engagement strategies (e.g., email, mobile,chat). -     Integrate CRM platforms with core banking systems,marketing automation tools, and third -party applications via APIs (REST/SOAP)and middleware. -     Monitor system performance using tools like Splunk,Salesforce Health Cloud, or Dynatrace, and implement proactive improvements.•  Compliance & Data Governance: -     Ensure CRM systems comply with GDPR, CCPA, PCI -DSS,and other regulatory standards for customer data privacy and security. -     Implement role -based access controls, encryption, andaudit trails to protect sensitive customer information. -     Lead CRM -related audits, vulnerability assessments,and remediation activities.•  Strategic Collaboration & Innovation: -     Partner with business units (e.g., Marketing, Sales,Customer Service) to translate requirements into CRM solutions, such asAI -driven customer insights or automated campaign management. -     Document system architectures, disaster recoveryplans, and governance frameworks for cross -departmental alignment. -     Drive adoption of advanced CRM features (e.g.,predictive analytics, chatbots) and cloud migration strategies (e.g.,Salesforce SaaS).•  Continuous Improvement & Training: -     Identify automation opportunities (e.g., RPA for dataentry, AI -powered lead scoring) to streamline operations. -     Train business users and support teams on CRMfunctionalities, best practices, and new feature rollouts. Requirements•  Education: -     Bachelor's degree in computer science, InformationTechnology, or a related field. Master's degree or certifications (e.g.,Salesforce Administrator, Microsoft Dynamics 365) are a plus.•  Experience: years in application support, with 3+ yearsfocused on CRM systems in banking, fintech, or financial services. -     Expertise in CRM platforms (e.g., Salesforce,Microsoft Dynamics, SAP CRM) and integration with banking ecosystems (corebanking, loan origination). -     Proficiency in SQL, data migration tools (e.g.,Informatica), and scripting (Python, PowerShell) for automation.•  Technical Skills: -     Advanced troubleshooting in CRM environments,including workflow automation, Apex/SOQL (Salesforce), or Dynamics 365customization. -     Knowledge of APIs, ETL processes, and cloud platforms(AWS, Azure). -     Familiarity with DevOps practices and CI/CD pipelinesfor CRM deployments.•  Soft Skills: -     Strong leadership, problem -solving, anddecision -making abilities. -     Excellent communication skills to engage technicalteams, executives, and business stakeholders. -     Ability to manage competing priorities in afast -paced, regulated environment. Key Competencies -     CRM Platform Mastery (Salesforce, Dynamics, etc.) -     Incident Management & Technical Leadership -     Regulatory Compliance & Data Security -     Process Automation & Innovation -     Stakeholder Collaboration & Mentorship