CRM Lead Engineer

About Convene Inc.

Convene, Inc. is a Tampa based, award-winning technology services organization with offices and resources throughout the US, Mexico, and India. We have successful, referenceable customers, competitive benefits, and high-growth opportunities.

Purpose of the Position:
The CRM Lead Engineer plays a pivotal role in the design, development, implementation, and maintenance of CRM ERP solutions. Your mission is to support key strategic and operational initiatives by ensuring that end-user needs for CRM solutions are met. Collaborating closely with technical teams and business stakeholders, the CRM Lead navigates the intricate landscape of technology and business acumen. Their critical combination of technical expertise and tactful business-facing skills enables seamless day-to-day management of the CRM platforms.

What you'll do:
1. Documentation: Create detailed documentation for new processes and technical solutions. Gather and document complex requirements. Translate business requirements into actionable CRM best practice solutions. Creation and management of User stories.
2. Technical Solutions: Develop and maintain technical solutions to respond to business needs using CRM configuration and customization.
3. Issue Resolution: Collaborate with business partners to understand and address business issues promptly.
4. Stakeholder Communication: Provide clear communication to stakeholders, including customer support for existing tools and integrations with other vendor solutions. Establish strong relationships with new and existing CRM stakeholders.
5. Configuration Management: Actively engage in and rigorously test configuration, customization, and integrations related to CRM platforms
6. Vendor Management: Manage vendor communications and build strong partnerships with third-party partners related to the CRM platforms.
7. Perform other duties as assigned.

Career Level Expectations:
* Senior role that applies advanced knowledge of job area (typically obtained through post-secondary education and work experience).
* Manages projects/processes, works independently with limited supervision.
* Coaches and reviews the work of proficient and entry-level professionals.
* Handles difficult and complex problems.
* Desire for growth and professional development.

Required Skills/Experience:
* Bachelor's degree or equivalent combination of education and experience.
* 8+ years' experience in a Consulting/Admin role with enterprise CRM platforms such as Dynamics, Salesforce, Zoho etc.
* 8+ years experience leading requirement gathering workshops.
* Extensive experience with tools such as Azure DevOps Jira etc.
* Experience with at least two full lifecycle implementations of an enterprise CRM platform.
* Working knowledge of Azure services: Data Lake, Logic Apps, Data Factory, Synapse Link, Service Bus etc.
* Skills - sound judgement/decision-making, influencing, organization, adaptability, service orientation, interpersonal skills, and teamwork.
* Ability to professionally communicate fluently in verbal and written English.
* Ability to support a diverse and inclusive work environment.
* Computer literacy/basic computer skills to effectively navigate and utilize the technology required for the role.

Preferred Requirements:
* Experience with CRM development using any of the following: C#, Apex, Deluge, JavaScript.
* Experience with Zoho CRM specific functionality such as Zoho SDK, Canvas, Kiosk, Blue Print, Widgets, and/or Cadences.
* CRM Certifications are a plus.
* Experience using other Zoho products such as Zoho Analytics and Zoho Creator.
* Experience with Genesys telephony integrated with CRM is a plus.
* Experience with wireframing tools such as Figma a plus.
* Working knowledge of SQL.
* Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Microsoft Teams.
* Other skills or abilities - business acumen, cost consciousness, integrity/respect, strategic thinking, follow-through, vision, and complex problem-solving.

Compliance:
* Demonstrate knowledge of, and carefully follows all applicable state laws and rules, federal and state compliance requirements and regulations including those prescribed by the U.S. Department of Education, accrediting agencies, state regulations and internal policies and procedures.
* Effectively communicate compliance requirements to other staff as appropriate and quickly escalate any compliance concerns to the Compliance department.