CRM Engineer

Role purpose: The CRM Engineer is responsible for developing, configuring, maintaining, and supporting the organization’s CRM platforms and related customer systems. The role ensures that CRM solutions, including Salesforce where appropriate, are aligned with business requirements, support sales and service operations, improve reporting accuracy, and enable effective customer relationship management. The position works closely with Sales, Marketing, Customer Service, Operations, Finance, and IT teams to deliver CRM solutions, automation, dashboards, workflows, and integrations. KEY ACCOUNTABILITIES & ACTIVITIES • CRM Platform Configuration and Development • Configure CRM objects or entities, fields, forms or page layouts, workflows, validation rules, approval processes, and user permissions. • Develop and maintain CRM platform customizations based on business requirements. • Support automation of CRM processes, including lead and opportunity management, customer follow-up, service, and reporting workflows. • Build and enhance CRM dashboards, reports, and data views. • Ensure CRM configurations are scalable, reliable, and easy to maintain. • System Support and Maintenance • Provide daily technical support for CRM users and related platform or system issues. • Troubleshoot system errors, user access issues, data problems, workflow failures, and integration issues. • Monitor system performance and recommend improvements. • Support CRM platform releases, upgrades, testing, and deployment activities. • Maintain technical documentation for configurations, changes, and support procedures. • Business Requirements and Process Improvement • Work with business stakeholders to understand sales, marketing, service, and operational requirements. • Translate business needs into clear CRM platform solutions. • Recommend improvements to existing workflows, reports, automations, and user journeys. • Support process standardization across CRM teams and business units. • Help improve data quality, reporting accuracy, and customer visibility. • Integrations and Data Management • Support integrations between CRM platforms, such as Salesforce, and other internal or external systems. • Assist with API connections, data imports, exports, and synchronization activities. • Ensure customer, lead, opportunity, case, and interaction data are accurate and properly maintained. • Support data cleansing, duplicate management, and data validation activities. • Coordinate with vendors or internal teams on integration troubleshooting. • Testing and Deployment • Prepare and execute test cases for new CRM features and system changes. • Support user acceptance testing with business teams. • Deploy approved changes between development, testing, and production environments. • Ensure changes are properly documented and approved before release. • Support rollback planning and issue resolution during deployments. • User Training and Adoption • Support CRM user training and provide guidance on system usage. • Create simple user guides, FAQs, and training materials when needed. • Help improve adoption by simplifying workflows and resolving user pain points. • Collect user feedback and recommend system enhancements. • Governance and Security • Maintain proper access controls, roles, profiles, and permission sets. • Ensure CRM platform usage complies with internal policies, data privacy, and security standards. • Support audit requirements related to CRM data, access, and system changes. • Follow proper change management and approval procedures. REQUIREMENTS FOR ROLE Experience & qualifications • Bachelor’s degree in Computer Science, Information Technology, Software Engineering, Business Information Systems, or a related field. • Relevant CRM certification is preferred, such as Salesforce Administrator, Platform App Builder, or equivalent. • 3+ years of experience working with CRM platforms, including Salesforce. • Experience with CRM platform configuration, automation, reporting, dashboards, and user support. • Experience with integrations, APIs, or data management is preferred. Knowledge & skills • Strong knowledge of CRM platform configuration and processes. • Good understanding of CRM workflows, lead management, and customer lifecycle. • Strong analytical and problem-solving skills. • Ability to understand business requirements and convert them into system solutions. • Good communication and stakeholder management skills. • Strong attention to detail and data accuracy. • Ability to manage support requests, priorities, and deadlines. • Knowledge of CRM workflows, reports, dashboards, access controls, and validation rules. • Basic understanding of CRM tools, APIs, or integrations is an advantage. Show more Show less

Bachelor’s degree in Computer Science, Information Technology, Software Engineering, Business Information Systems, or a related field. Relevant CRM certification is preferred, such as Salesforce Administrator, Platform App Builder, or equivalent. 3+ years of experience working with CRM platforms, including Salesforce. Experience with CRM platform configuration, automation, reporting, dashboards, and user support. Experience with integrations, APIs, or data management is preferred.