L2 CRM Notification Management

• Provide L2 application support for Customer Relationship Management (CRM) and Notification Management systems within the enterprise BSS managed services environment.
• Ensure the availability, performance, and functional correctness of CRM and notification platforms serving telecom customers.

DUTIES AND RESPONSIBILITIES

• Provide L2 application support for CRM platform (Siebel, Salesforce, Microsoft Dynamics, or operator-specific CRM).
• Manage and operate Notification Management systems: SMS, email, push notification gateways.
• Troubleshoot and resolve L2 CRM application incidents: data integrity, workflow failures, UI/API errors, integration issues.
• Monitor CRM application health, API response times, and notification delivery success rates.
• Manage CRM integration with BSS components: Order Management, Billing, Product Catalog.
• Investigate and resolve notification delivery failures: SMS gateway errors, email bounce, push notification drops.
• Perform application configuration changes: workflow rules, notification templates, routing rules – under Change Management.
• Coordinate with L3/vendor support for CRM platform issues requiring escalation.
• Support user access management and profile configuration within the CRM application.
• Maintain CRM application documentation, configuration records, and incident run-books.
• Generate and maintain regular reports on CRM performance, notification KPIs, and SLA compliance.
• Support testing and deployment of CRM patches, upgrades, and new feature releases.
• Respond to L1 NOC escalations for CRM and notification platform alerts.

SKILLS & EXPERIENCE

• 5–8 years of experience in CRM application administration and support.
• Experience with one or more CRM platforms: Siebel CRM, Salesforce, Microsoft Dynamics, or operator-specific BSS CRM.
• Knowledge of notification management platforms: Twilio, Infobip, Sinch, or similar SMS/email gateways.
• Understanding of CRM-BSS integration patterns: REST/SOAP APIs, event-driven architecture.
• Experience with telecom CRM processes: customer lifecycle, complaint management, customer order.
• Ability to read and analyze application logs for incident diagnosis.
• Familiarity with SQL for CRM data investigation and reporting.
• Knowledge of ITIL incident and change management processes.
• English skills – oral and written.

TECHNICAL SKILLS – SYSTEM & PLATFORM COVERAGE

• CRM – MS Dynamics/MSD – Primary platform – Customer & Case Management, Knowledge Management, and Order Capture UI (MSD) application support: workflow configuration, integration troubleshooting, user access, and application health.

• IVR Call Center (Avaya) – CTI integration between Avaya IVR/ACD and CRM (MSD) – screen-pop configuration, customer record lookup integration, and CRM-to-IVR routing rule management.

• API Mgt/ESB/BPMN (WebMethods SAG) – CRM integration layer – WebMethods SAG API gateway and ESB managing CRM-to-BSS API calls, notification event routing, and integration flow monitoring.

• DMS (MS SharePoint) – Knowledge Management platform integrated with CRM – SharePoint knowledge article management, CRM knowledge base connector, and document management for customer interaction records.

• Order Management (EOC) – CRM-to-Order Management integration – Order Capture UI to order management system synchronization; order status updates surfaced in CRM.

• Billing (EB) – CRM-to-billing integration – customer account and billing status visibility in CRM; billing inquiry workflows and adjustment initiation.

• Product Catalog (ECM) – Product catalog surfacing in CRM Order Capture UI