Applications Specialist - Customer Experience Systems

Job Title

Backend administration of CX Systems – Dynamics CRM (Customer Service and Sales), Integrated Customer Experience system and Voice of the Customer insight systems

Dynamics CRM – Deployment, License Management, Service Uptime, Reports Management and Workflow maintenance

Engaging, coordinating and working with applications’ vendors for escalations, upgrades, health checks and maintenance reviews for Customer Experience systems

Designing, planning and budgeting for system enhancements and/or related requirements

Perform work in compliance with specified security and assurance requirements

Manage and ensure continuous performance tuning, upgrades and resource utilization as required

Governance - Create and maintain documentation as it relates to system configuration, Licensing, mapping, and processes in compliance with policies and procedures

Planning, organizing and performing DR test exercises as required

Planning, Scheduling and organizing of monthly Service review meetings with system vendors

MINIMUM POSITION QUALIFICATION REQUIREMENTS

• Academic & Professional

  • Bachelor’s Degree in Information Technology, Computer Science, or a related discipline
  • MOUS/ MCP/ MCSE /MCITP/MCTS/Dynamics 365 certification

Experience

Total Minimum No of Years Experience Required: 3 Years

• Telephony and CRM systems administration: 2 Years
• Operating systems administration (Windows, Linux): 1 Year
• Network Services and protocols: 1 Year
• AD and DNS services: 1 Year
• Database management systems: 1 Year