Customer Relationship Management (CRM)

Key Roles and Responsibilities

• Operate and maintain the telecom CRM system in a production environment.
• Monitor system health, transactions, system interfaces, and overall service performance.
• Troubleshoot CRM issues, analyze system logs, and identify root causes.
• Support CRM integration with OCS and other third-party systems.
• Support system patches, upgrades, configuration changes, and deployments.
• Handle incidents and coordinate issue resolution with R&D and relevant technical teams.
• Support system testing, troubleshooting, and resolution of production issues.
• Monitor system performance and ensure stable and reliable CRM operations.

Technical Requirements

• Experience with core CRM functions, including Customer, Product/Service, Order, Customer Care, and Provisioning.
• Experience in Telecom CRM Operations & Maintenance (O&M).
• Good understanding of Telecom BSS and CRM business processes.
• Experience troubleshooting CRM-to-OCS and other system interfaces.
• Knowledge of APIs, HTTP/REST, and system integration.
• Basic knowledge of Linux/Unix and SQL/databases.
• Experience with log analysis, incident management, and troubleshooting.
• Understanding of system monitoring and performance analysis.
• Good communication and coordination skills, with the ability to work effectively with customers and internal technical teams.
  Education & Experience
• Bachelor’s degree or above in Computer Science, Information Technology, Telecommunications, Software Engineering, or a related field.
• 3+ years of relevant experience in Telecom CRM, BSS, system operations, or a related technical field.
• Experience in a telecommunications environment is preferred.