The main objective of this Senior Technical Engineer role is to design, develop, and support robust and cost-effective Customer Relationship Management (CRM) and Customer Engagement solutions. This includes technical design, configuration, deployment, cost estimations, and the development and approval of business cases.
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Key Responsibilities:
- Lead the technical design and development for customizing CRM platforms such as Salesforce, Microsoft Dynamics, and HubSpot, alongside tailoring branding and communications solutions like Campaign Manager and notification engines.
- Translate functional and non-functional requirements from CRM, Customer Data, Customer Engagement, and Experience systems into technical specifications, coordinating with solution architects for high-quality solutions that adhere to IT standards.
- Formulate and execute strategies for integrating data between CRM systems and other business applications, ensuring data integrity and accuracy.
- Ensure optimal usage of system licenses with clearly defined security controls, including user access control.
- Oversee and mentor software engineering teams to apply appropriate architectural patterns, generating, reviewing, and approving technical designs accordingly.
- Develop and maintain comprehensive technical documentation for design, deployment, configuration, customization, and integration of all customer experience-related solutions.
- Lead the discovery phase for medium to large projects involving Customer Data, CRM, and Customer Engagement systems, formulating high-level designs, initiating proof-of-concepts, and executing prototypes to validate ideas.
- Advocate for automation and lean principles in software development, conducting timely root cause analyses and incident 'lessons learned' sessions to refine software and data engineering playbooks.
- Investigate, debug, and resolve complex issues, fostering built-in quality within software engineering teams in collaboration with quality assurance.
- Develop and implement an accelerator framework to improve technology solution quality and software engineers' productivity.
- Provide coaching and mentoring to software development team members, emphasizing best practices in software engineering and ensuring code quality.
- Measure and monitor software engineering metrics that support agility, scalability, data quality, and technology solution reliability.
- Provide critical input into the technical debt remediation strategy and execution with support from environment management, service management, infrastructure management, and cybersecurity.
Qualifications:
- Bachelor's Degree in Information Technology, Computer Science, or a related field.
- 5+ years of experience in designing, implementing, and supporting CRM systems.
- Airline experience and ability to work in a multicultural environment are preferred.
- Fluent in English.
- Overall experience: 8 - 10 years.
Competencies:
- Customer Focus
- Teamwork
- Effective Communication
- Personal Accountability & Commitment to Achievement
- Resilience & Flexibility (Can-do attitude)
ISR Requirements:
- Read and comply with the ISR policies of the company, reporting any weaknesses or incidents to the respective Line Manager or the Information Security team.
- Complete all required ISR awareness sessions and follow associated guidelines in day-to-day business operations.
