Nairobi, Kenya
Trending
Job Description
Reporting to the CRM Operations & Order Management Lead, the role holder is responsible for developing, implementing, and maintaining CRM (Customer Relationship Management) systems to enhance customer engagement and business processes.
The role focuses on creating scalable, high-quality software solutions that support customer interactions across all touchpoints. This includes analyzing business needs, designing and developing CRM solutions, integrating with other platforms, and ensuring high availability and performance of the systems.
Responsibilities
Key accountabilities and decision ownership
Software Development & Integration
- Design, develop, and implement CRM solutions to meet business and customer requirements.
- Integrate CRM applications with other internal and third-party systems (e.g., billing systems, marketing platforms) to facilitate seamless data flow and process automation.
- Ensure that solutions are scalable, secure, and aligned with company standards and best practices.
System Customization & Configuration
- Customize and configure CRM systems to improve usability and functionality based on business needs.
- Manage CRM configurations, including workflows, user roles, access controls, and automation rules.
- Implement and document customizations, such as new modules, plugins, and UI enhancements.
Quality Assurance & Testing
- Develop and execute test plans to validate functionality, security, and performance of CRM systems.
- Perform unit, integration, and user acceptance testing to identify and resolve defects.
- Ensure solutions are compliant with regulatory requirements and internal quality standards.
Technical Support & Troubleshooting
- Provide second-level support for CRM applications by diagnosing and resolving technical issues quickly and efficiently.
- Work with end-users to resolve CRM-related issues, improve usability, and offer technical guidance.
- Proactively identify and address potential system risks, outages, or security vulnerabilities.
Continuous Improvement & Optimization
- Monitor system performance and use feedback to enhance CRM capabilities and processes.
- Participate in code reviews and collaborate with cross-functional teams to improve code quality and technical standards.
- Stay updated with new CRM technologies, trends, and best practices to drive continuous improvement and innovation.
Collaboration & Communication
- Engage with business stakeholders, product owners, and other engineers to understand requirements and ensure alignment with the overall business strategy.
- Translate technical requirements into actionable development tasks and ensure timely delivery.
- Create and maintain technical documentation for solutions, processes, and troubleshooting guides.
Must have technical / professional qualifications
Technical Skills:
- CRM Platform Experience: Hands-on experience with CRM systems such as Salesforce, Microsoft Dynamics, Oracle Siebel, or other similar platforms.
- Programming Languages & Frameworks: Proficiency in programming languages used for CRM customization and development (e.g., Java, C#, Apex, JavaScript).
- Database Management: Strong knowledge of relational databases and SQL (e.g., MySQL, PostgreSQL, Oracle DB).
- API Integration & Web Services: Experience with RESTful/SOAP APIs for system integration and knowledge of microservices architecture.
- Front-End Development: Basic understanding of front-end technologies (e.g., HTML, CSS, JavaScript frameworks) for UI customization.
Qualifications & Experience:
- Education: Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
- Experience: Minimum of 3-5 years of experience in software engineering, with hands-on experience in CRM development, integration, and support.
- Certifications: Relevant certifications in CRM platforms (e.g., Salesforce Certified Developer, Microsoft Dynamics Certification) are a plus.
- Agile Methodologies: Familiarity with Agile development practices (Scrum/Kanban) and tools (e.g., Jira, Confluence).
How to apply
If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on the recruitment portal and then Click on the apply button. Remember to attach your resume.
Qualifications
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About Us
We are the leading telecommunication company in East Africa. Our purpose is to transform lives by connecting people to people, people to opportunities and people to information.
We keep over 42 million customers connected and play a critical role in the society, supporting over one million jobs both directly and indirectly while our total economic value was estimated at KES 362 Billion ($ 3.2 billion) for the 12 months through March 2021. We are listed on the Nairobi Securities Exchange (NSE) and with annual revenues of close to KES 298 Billion ($2.5 billion) as at March 2022.
We were founded in 1997 as a fully owned subsidiary of Telkom Kenya before a 40 percent acquisition by Vodafone Group PLC in May 2000, and a public offering of 25 percent shares through the NSE in 2008. Under the management of Vodafone Group PLC, we welcomed Michael Joseph, as our first CEO, a few months later in July of 2000. He led the company’s growth to accommodate 16.71 million subscribers from the previous 20,000, largely owing to innovative products like M-PESA in 2007.
