Senior Specialist - Enterprise business applications (CRM)

Job Overview

Job Description

Nair Systems is currently looking Senior Specialist - Enterprise business applications (CRM) for our Qatar operations with the following terms & conditions.
Qualifications
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, PowerShell) 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 DevOps 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
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 SaaS).
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.
Joining time frame: 2 weeks (maximum 1 month)
Should you be interested in this opportunity, please send your latest resume in MS Word format at the earliest at