Proficient, CRM Digital Experience

5 days ago

Muscat, Muscat, Oman Omantel Full time

Role Purpose:

Responsible for designing, developing, and implementing Customer Relationship Management (CRM) solutions to optimize customer interactions and experiences at Omantel. The role involves creating innovative, scalable, and integrated CRM systems that align with business objectives and enhance customer satisfaction. The CRM Solution Designer will collaborate with business stakeholders, IT teams, and vendors to deliver CRM solutions that drive customer-centric business outcomes.

Position Information

Title: Proficient, CRM Digital Experience

  • Unit: Digital & Applications
  • Division: Digital & Innovation
  • Location: HQ
    • Grade:

Proficient: P5

  • Minimum role requirements:

Qualification: Bachelor in relevant field

  • Experience:

Proficient: 7 years of experience

Key Accountabilities

  • Lead the design of end-to-end CRM solutions, including system architecture, integration, customization, and configuration, ensuring alignment with Omantel's business needs and strategic objectives.
  • Collaborate with business units (EBU & CBU) to gather and understand functional and technical requirements and translate them into technical specifications and CRM solutions.
  • Ensure seamless integration of CRM systems with other business applications such as billing, POS, Order Manager, etc.
  • Customize and configure CRM platforms according to business requirements in collaboration with the technical team.
  • Act as a liaison between business stakeholders and technical teams, ensuring effective communication and alignment of business goals with CRM solutions.
  • Oversee the testing phase of CRM solutions to ensure they meet business requirements and perform optimally, working closely with QA teams.
  • Provide ongoing support for CRM solutions, troubleshoot issues, and propose continuous improvements to optimize system functionality and user experience.
  • Design and deliver training sessions for internal users and ensure proper knowledge transfer on CRM functionalities and best practices.
  • Maintain in-depth knowledge of popular CRM platforms and telecom-specific CRM solutions.
  • Strong understanding of solution architecture, system integration, and customization of CRM systems.
  • Ability to map business processes and workflows to CRM functionalities, ensuring seamless operations.
  • Knowledge of data integration techniques, APIs, and third-party system integration.
  • Proficient in CRM configuration, customization, and development tools.
  • Familiarity with telecom industry processes, customer lifecycle, and customer experience strategies.
  • Strong problem-solving skills and analytical thinking when designing CRM solutions and troubleshooting issues.
  • Excellent verbal and written communication skills to liaise effectively with both technical and non-technical stakeholders.
  • Expertise in cloud platforms and cloud-native architecture.
  • Proven knowledge of microservices-based architecture development.
  • Experience in Java, React JS, Bootstrap, Flutter, etc.
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