Specialist- Enterprise Business Applications (CRM)

Exciting opportunity with our banking client in Qatar. We are looking 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 seamless operations, regulatory compliance, and exceptional customer experiences. The ideal candidate will resolve complex technical challenges, mentor junior staff, and collaborate with cross-functional teams to align CRM systems with the bank’s customer engagement and operational goals.Key Responsibilities: •CRM System Leadership & Support: -Provide Level 3 support for critical incidents in CRM systems, including data integration errors, workflow failures, and performance bottlenecks.-Lead root cause analysis (RCA) and implement long-term solutions to minimize downtime and enhance system reliability.-Mentor junior support staff and oversee incident resolution to meet SLAs and business expectations.•System Optimization & Integration: -Design and optimize CRM workflows, customer segmentation 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, and audit 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 as AI-driven customer insights or automated campaign management.-Document system architectures, disaster recovery plans, 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 Saa S).•Continuous Improvement & Training: -Identify automation opportunities (e.g., RPA for data entry, AI-powered lead scoring) to streamline operations.-Train business users and support teams on CRM functionalities, best practices, and new feature rollouts.Requirements•Education: -Bachelor’s degree in computer science, Information Technology, or a related field. Master’s degree or certifications (e.g., Salesforce Administrator, Microsoft Dynamics 365) are a plus.•Experience: -5-7 years in application support, with 3+ years focused 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 (core banking, loan origination).-Proficiency in SQL, data migration tools (e.g., Informatica), and scripting (Python, Power Shell) for automation.•Technical Skills: -Advanced troubleshooting in CRM environments, including workflow automation, Apex/SOQL (Salesforce), or Dynamics 365 customization.-Knowledge of APIs, ETL processes, and cloud platforms (AWS, Azure).-Familiarity with Dev Ops practices and CI/CD pipelines for CRM deployments.•Soft Skills: -Strong leadership, problem-solving, and decision-making abilities.-Excellent communication skills to engage technical teams, executives, and business stakeholders.-Ability to manage competing priorities in a fast-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#J-18808-Ljbffr