Reporting to the Technical Lead – Integration and Contact Center Planning, the job holder will be responsible for providing technical and team leadership in planning and evolution of CRM capabilities and platforms. You will lead and inspire a team of software engineers to help in platform evolution and new features delivery to help in achievement of business targets.

RESPONSIBILITIES

• Lead in definition of CRM architecture and technical evolution roadmap to deliver technical business strategic objectives.
• Lead in on-time delivery of upgrade and evolution projects.
• Governance and Standardization: – Guide the team in engineering solutions to align with enterprise architecture, technology security and data privacy standards and defining standardized practices across development, DevSecOps toolchain, automated testing, and reusable templates.
• Coordinate releases of new products and services into production, ensure alignment of all stakeholders, review runbooks and change work instructions to ensure deployment as per plan while achieving non-functional and operational requirements.
• Lead in identification of technical debt and services re-design to fix recurring production issues.
• Planning, coordinating execution and documenting the business continuity all the services in the domain to ensure disaster recovery readiness is achieved.
• Continuously evaluate the performance of the systems in the domain, review configurations and monitoring to ensure policy and technical compliance, recommend improvements and track closure.
• Engaging stakeholders across different business units on continuous service improvement initiatives within the domain, track, update on progress to closure manage any impediments.
• Maintain reports on team performance, vendor performance and system performance as well as review departmental and divisional reports especially around availability, capacity, and service management, pick out any actions that require attention and prioritize for resolution.
• Undertake supplier engagement to ensure delivery and 3rd line support objectives are met.
• People Management: Undertake regular one on ones, performance reviews, mentorship and ensure proper resource scheduling of team members to ensure optimal performance.
• Lead the team on research in new ways of operating CRM platforms, identify opportunities for automation and well as spearhead the adoption of machine learning and AIOps.

QUALIFICATIONS

• University Degree in Computer Science or related technical field.
• 5+ years’ experience in software development in a dynamic IT environment with programming experience using Java, C#, Python, JavaScript etc.
• Experience working in a large-scale CRM implementation such as Siebel, Salesforce, Microsoft Dynamics.
• Experience in development using integration platforms built using Java and Middleware ESBs such as Tibco, MuleSoft, Oracle SOA etc.
• Extensive experience with relational databases e.g., Postgres, Oracle, MySQL and working knowledge of NoSQL databases.
• Solid understanding of web services/technologies – REST/JSON, WSDL, XML, XSD etc.
• Experience developing solutions using agile, DevSecOps, and CI/CD automation tools such as Jenkins, JMeter, Git, Stash, SonarQube, GitOps etc.
• Knowledge and experience in on premise and public cloud technologies e.g., Kubernetes, OpenShift, AWS etc.
• Excellent communication skills and stakeholder engagement using technical and non-technical language.
• Experience leading an Agile software engineering team working in a continuous delivery environment.