CRM Administrator

6 days ago

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Medicaid • Quality Specialist • Call Center • Insurance

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Description

• Seeking a CRM Administrator with dialer experience, ideally from a call center environment. • Responsible for development, testing, maintaining and optimizing our Customer Relationship Management (CRM) system. • Strong technical skills, excellent communication abilities, and a proactive approach to problem-solving. • Interact with business users, IT resources, and provide in-depth CRM administration knowledge to the organization. • Implement new enhancements including creation of custom forms, custom reports, workflows, and 3rd party integrations. • Maintain user administration and assist operations with development and deployment of training and demo new functionality to stakeholders. • Understanding of enterprise IT software deployment and life cycle. • Create and enable best practices, governance measures, and patterns for custom and configured solutions on the CRM platform. • Release processes for complex integrated enterprise application knowledge is a plus. • Pre & Post deployment support including assistance to facilitate testing and follow up deployment tasks if issues are discovered. • Assist in troubleshooting deployment issues required to support the QA deployments and Production go-live for each major solution.

Requirements

• 5+ years of experience creating and supporting sophisticated software solutions to include conducting application setup and data migration/conversion. • Strong understanding of CRM processes, experience administering and testing SaaS application platforms, and outbound/inbound dialing • Identifying, analyzing, and translating complex internal and raw external datasets which create actionable insights necessary for the development of data-driven solutions in response to business challenges. • Practical, working knowledge of SQL databases, PostgreSQL or SQL equivalent, JavaScript, ETL data mapping, report writing (especially SQL), scripting and data conversion tools. • Writing/designing analytical reports with SQL, Excel, and other reporting tools. • Writing/maintaining SQL queries for data import/export, cleansing, analysis, and ad-hoc requests • Writing/designing java script to create custom code within the CRM. • Reviewing existing reports and performance indicators to identify and correct problems within datasets. • Executing testing plans to ensure the functionality of those reports and that they meet business requirements. • Recommending ways to automate/improve data reliability, efficiency, and quality. • Experience in troubleshooting complex platform issues with a mindset for continuous improvement and process automation. • Knowledge, Experience and Skills CS/IS/MIS degree preferred or equivalent combination of education and experience. • Four plus (5+) years related IT and/or related business experience • Deep knowledge of CRM systems architecture • Five plus (5+) years of experience configuring CRM systems using workflows, validation rules, roles & profiles, reports and dashboards with demonstrated advanced proficiency • Four plus (4+) years of experience with SQL and SQL report writing • Three plus (4+) years of experience with JavaScripting • Experience with writing ETL profile and data loading • Five plus (5+) years of experience with SaaS CRM solutions • Four plus (4+) years of experience with SaaS Dialers solutions (LiveVox, TCN, AWS Connect) • Three plus (3+) years of experience with SaaS Texting solution (SBT, LiveVox) • Experience in Data warehouse/SQL/OLAP Technologies • Proficient in writing/designing analytical reports within Excel and SQL • Able to understand the functional & technical flows across the landscape • Two plus (2+) years of CRM development experience with custom APIs • Experience with complex deployments • Hands on success in troubleshooting complex platform issues • Hands-on experience with the configuration, deployment, and expansion of CRM functionality by enabling new features • Process & continuous improvement mindset • Strong experience reading and analyzing Java stack traces and AWS logging. • Self-starter; organized, punctual, and takes ownership of projects. • Above average time management skills. • Responsive, welcoming, and effective customer service skills; a relationship builder. • Ability to work effectively with a team; collaborative. • Desire for continuous learning, growth, and development. • High-level written and verbal communication skills.