CRM Technical Lead

HPE Services is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you will do

Qualification required:

BE/ B. Tech / M. Tech / MSc / MCA qualification or equivalent

Post-graduation in technology is preferred

Experience expected:

At least 7+ years of experience in implementation of Opensource / CRM Solutions and Contact Centre Infrastructure

At least 2+ years of experience in managing and leading a team of more than 20 people in CRM Solution, CRM Analytics and service support

Experience in managing CRM solution which interfaces with 300+ Contact Centre agents

3.Roles and Responsibilities:

Responsible for overall CRM solution design, implementation, customization, roll out and support for UIDAI

Responsible for on-boarding of any new Contact Centre service providers appointed by UIDAI and enabling their usage of the CRM solution

Should also act as the lead for the CRM Analytics personnel and monitoring of KPIs related to Contact Centre Service Provider and overall resident satisfaction

Should proactively analyze resident feedback and work towards continuous improvement of the CRM platform of UIDAI

4.General skills needed:

Ensure all established processes and procedure are adhered to. In particular, Incident, Change and Problem Management

Teamwork: Work as part of a team, which may be virtual, global, and/or multi-functional. Lead teams which address operational processes and policies in work area. Seen as a resource to the team in one or more technical or business areas. Becoming a trusted advisor inside and outside the team/technology area.

What you need to bring:

Excellent verbal and written communication skills in English

Fluency in Hindi speaking skills

Excellent analytical and problem-solving skills

Self-driven, passionate and positive attitude towards handling critical situations

Excellent collaboration, negotiation, conflict management, teamwork and leadership skills