Senior Change Management Specialist

Key Skills & Qualifications

• CRM Platforms Expertise: Proficiency in (or familiar with) CRM systems such as Salesforce, Microsoft Dynamics 365, Zendesk, or similar platforms.
• Technical Development Skills: Experience (or familiar) with programming languages such as Java, C#, or Python, and familiarity with CRM development tools (e.g., Salesforce Lightning, Dynamics 365 Power Platform).
• Integration Experience: Knowledge of system integrations (APIs, web services, middleware) between CRM and other platforms (e.g., telephony systems, email management, customer support tools).
• Data Management: Experience with customer data management, including importing/exporting data, data mapping, and ensuring data quality and compliance.
• Business Process Understanding: A good understanding of contact centre operations, including workflows related to customer interactions, case management, and agent productivity will be an advantage.
• Problem-Solving: Ability to troubleshoot issues, identify root causes, and implement effective solutions.