Applications Specialist - Customer Experience Systems
Posted:
Job Title: Backend Administrator – Customer Experience (CX) Systems
About the Role
We are seeking a skilled Backend Administrator to manage and support our Customer Experience (CX) systems, including Dynamics CRM (Customer Service and Sales), Integrated Customer Experience platforms, and Voice of the Customer insight systems. This role is responsible for ensuring system availability, performance, and continuous improvement through effective administration and vendor coordination.
Key Responsibilities
- Administer backend systems for CX platforms: Dynamics CRM, Integrated Customer Experience system, and Voice of the Customer insight systems.
- Manage Dynamics CRM deployment, license management, service uptime, reports management, and workflow maintenance.
- Engage, coordinate, and collaborate with application vendors for escalations, upgrades, health checks, and maintenance reviews for all CX systems.
- Design, plan, and budget for system enhancements and related requirements.
- Perform work in compliance with specified security and assurance requirements.
- Ensure continuous performance tuning, upgrades, and resource utilization as required.
- Establish governance: create and maintain documentation related to system configuration, licensing, mapping, and processes in compliance with policies and procedures.
- Plan, organize, and perform Disaster Recovery (DR) test exercises as required.
- Plan, schedule, and organize monthly service review meetings with system vendors.
Qualifications
Education
Bachelor’s Degree in Information Technology, Computer Science, or a related discipline.
Professional Certifications
- MOUS / MCP / MCSE / MCITP / MCTS / Dynamics 365 certification.
Experience
Minimum of 3 years of total experience in backend administration, with focus on CRM and CX systems.
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