Applications Specialist - Customer Experience Systems

Job Description

• 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

1. Academic & Professional

Particulars

Detail

Specific Field or Qualification

Need Type[1]

Education

Bachelor’s Degree

Information Technology, Computer Science, or a related discipline

RQ

Professional Qualifications

MOUS/ MCP/ MCSE /MCITP/MCTS/Dynamics 365 certification

AA

2. Experience

Total Minimum No of Years Experience Required

3 Years

Detail

Minimum No of Years

Need Type[1]

Telephony and CRM systems administration

2

ES

Operating systems administration (Windows, Linux)

1

ES

Network Services and protocols

1

ES

AD and DNS services

1

DE

Database management systems

1

DE