Job Description:
This is a SAP CRM Tech lead
This person will need the technical skills to enable a CRM integration, but will also need the leadership skills, decision making, and the ability to work with both internal teams and vendors. This is a combo role: Tech and Leadership.
- A Day in the Life, varies by phase:
-CRM implementation done by a large team with several PMs
-High level architecture, Documentation and understanding, implementing design, Testing, and go live.
- It will be their responsibility to validate the architecture, and that it will work in production.
- They won’t be doing much if any hands on work, but should have the experience and be able to understand it in terms of supporting team.
Basic Function:
Customer Experience Technical Lead to help build the NJR’s next generation customer experience solutions with focus on web and mobile sites, content delivery, CRM and other digital technology. This includes creating current and future state architectures, solutions, and providing guidance and sharing to the technical team while working closely with other IT, suppliers, and business partners. This lead role drives technical decisions, reviews, and is accountable in delivering enterprise level technical solutions while ensuring the solutions meet IT architectural best practice, compliance, security and business requirements.
In this position, you will perform functional reviews, technical high level and detail level design build and review, oversee projects implementation from start to finish. Technical knowledge includes a CRM and CMS platforms, payment solutions, web and mobile development methods, performance, and development toolsets as well as strong experience working in a service-oriented architecture with middleware interfaces.
The Customer Experience Technical Lead will be responsible for leading and managing the Customer Experience Development Team throughout the entire application lifecycle including the design, implementation, and maintenance of all business application solutions. Direct the technical activities, analysis, and design of the Customer Experience solutions. Develop standards and practices that direct the day to day operations of the Customer Experience Development Team. The incumbent will communicate with a wide audience, including staff within IT, Data Conversion Lead, Enterprise Architect Lead, SI Vendor and Program team to ensure deliverables are built in accordance with defined quality standards.
Management Responsibility: Yes
Major Responsibilities:
- Provide technical leadership in the delivery of Customer Experience Solution (CRM, Digital, CMS and other related technologies) for both NJR customers as well as business users
- Enable the design of conceptual architecture and technical solutions
- Manage CRM and web developers whose mission is to design, develop, implement, and maintain Customer Experience (customer and enterprise facing)
- Provide technical leadership in the delivery of Customer Experience Solutions
- Lead and provide technical oversight for web, application servers, CRM, CMS, and payment solutions as well as strong experience in integrated solutions utilizing middleware to integrate with ERP, billing, and other applications
- Understand internal and external customer pain-points; anticipates customer’s needs and proactively design solutions
- Establish and maintain close working relationships with key stakeholders to understand business objectives, anticipate demand and rapidly respond with working solutions
- Develop an understanding of all integrated systems (such as ERP, Agent Desktop, Billing, Work & Asset Management) that will be impacted by the implementation and begin to plan for the retrofit and conversion that may need to occur
- Analyze requirements and aid in designing technical solutions to meet business goals, objectives and functional/non-functional requirements in alignment with architectural standards
- Designs, tests, and debugs Customer Experience interfaces
- Assists in day-to-day operations as troubleshooting problems arising from regular use, production support, and maintaining the Customer Experience platform
- Work with other team members and leaders, proactively identify and mitigate/resolve risks and issues
- Develops scripts for data merging and migration, and assist in the development of ERP interfaces to internal and external systems
- Documents all technical processes, requirements, flows and diagrams; develop appropriate requirements, design, testing and deployment documentation to support the solution delivery
- Identifies tasks and interrelationships to evaluate technical and cross-technical requirements
- Provide subject matter expertise to internal customers around implementation methodologies and how to successfully deploy CRM and CMS solutions
- Provides the operational support for developing and maintaining the enterprise information architecture related to Customer Experience
- Review and provide solution design for all boundary system integrations (ex: web services (SOAP/RESTFul)/service bus/microservices/API).
- Work closely and be in alignment with IT, other project and legacy architect(s) and business team.
- Drive and address any critical production issues which have been escalated to the project team post production while balancing new project delivery
- Provide recommendation for technology optimization/tuning. Lead performance enhancement initiates once solution in production
- Drive and perform products/new technologies/solutions proof of concept and evaluation.
- Manage vendors and lead key technical decisions.
- Bachelor's Degree in Computer Science, or equivalent plus minimum 8 years of relevant experience, including minimum 5 years in IT.
- Hands on experience in building and deploying enterprise level Web Content Management solutions
- SAP CRM experience must have been involved in 2 SAP CRM implementations
- Experience doing a minimum of one complete CRM (Sales, Service, and/or Marketing) implementation or re-platforming
- Experience doing a minimum of one complete CMS (Web Content) implementation or re-platforming
- Experience with responsive web development
- Experience with web server technologies (Apache, Nginx) and mixed cloud and on prem solutions
- Strong knowledge in system integrations
- Strong understanding of relational databases
- Good knowledge of SDLC processes and tools and Agile or SCRUM processes
- Ability to handle cross-browser and cross-platform issues effectively
- Holistic solution, design and architecture skills
- Demonstrated ability to troubleshoot and program complex application stack
- Excellent interpersonal, communication and team-facilitation skills
- Strong attention to detail and deadlines
- Ability to work well under pressure and work on multiple projects concurrently
- Ability to work well with global team members/suppliers.