Channels Developer (CRM & IPCC) Job in Kenya

Job Title: Channels Developer – CRM & IPCC

Reports to: Manager Channels Solutions – Customer Systems Planning

Role Purpose:

• Development and 3rd line support of clients Customer Relationship Management (CRM) ranging from user analysis, design and development to implementation and maintenance.
• Work with other departments within the company to identify requirements and develop solutions (database design, workflows, user/data interfaces).
• Configure and/or customize CRM and call center applications to meet business requirements using various database and software tools
• Assist in presentations of system functionality to new users and departments
• Enhance and create user and system documentation as needed.

Key Responsibilities

Systems analysis

• Conduct business user requirements analysis and specification.
• Specify computer system requirements for the solution of complex business problems and formulates designs for their solutions.
• Perform the necessary technical design and development functionality to ensure that business application systems can be effectively developed and implemented

% of Time: 35

Performance Measurement Criteria to Meet Objectives

• 90% of all developed applications and reports should meet 95% of the user requirements specified in the user requirement document.
• Nil critical errors.
• 90% of system development project are completed within the set timeliness.
• 80+% of assigned and systems related docs are up-to-date and accurate

Software Design and Programming

• Design and development of front-end tier(s), middle tier(s), and /or back-end database tier(s) for business applications.
• Capturing of business applications information needs and mapping of the same to the software and /or database components.
• Performs data modeling to analyze and specify data structures within an application system

% of Time: 35

Performance Measurement Criteria to Meet Objectives

• 90% of all developed applications and reports should meet 95% of the user requirements specified in the user requirement document.
• Nil critical errors.
• 90% of system development project are completed within the set timeliness.
• 80+% of assigned and systems related docs are up-to-date and accurate

Testing, Troubleshooting and 3rd line Support

• Create test plans, test data sets and perform automated testing to ensure all components of the developed systems meet specifications
• Work directly with the IT support personnel and teams to resolve issues identified and escalated during daily operations.
• Perform root cause analysis for recurring incidents.
• Formalize test plans and implements troubleshooting procedures.

% of Time: 20

Performance Measurement Criteria to Meet Objectives

• 90% of all escalated support issues are resolved and closed within SLAs defined by IT helpdesk.
• Isolate and document 100% of reoccurring incidents for root cause analysis.
• 95% of all incidents identified for root cause analysis are well documented and resolved permanently (98% non-reoccurrence).

Research and Development

• Research and provide input on design approach, performance and base functionality improvements for various procedures and applications.
• Generation of ideas to improve efficiency in software and application services offered to the business, and/or generate revenue for business
• Participation and membership in various technical fora for the purpose of increasing the collective knowledge base of the team.

% of Time: 10

Performance Measurement Criteria to Meet Objectives

• Active membership of at least 1 technical user-group/forum
• Presentation of at least one (1) proposal the leads to system/operational improvement of supported systems, or (if implemented) leads to a revenue generating product for the business every quarter (3 months)

Qualification

• Degree in Computer Science or technical related field
• Certification in Database systems and RDBMS systems.
• Certified Solution Developer.

Experience and Skills

• 1 years Oracle Siebel development or support experience
• 2 years development experience with Microsoft development tools e.g. Java, VB, Fox Pro, Visual FoxPro
• 2 years development experience with low level programming C++, C.
• 2 years’ experience with RDMS preferably mySql, Mongo DB, Cansandra & Oracle
• Experience in Business Systems modeling and data retrieval
• Unix/Linux user skills.
• Experience in processes and procedures management.
• Communication and interpersonal skills
• Attention to detail
• Analytical Skills
• All CRM e.g, Siebel CRM & IPCC

Email your CV to info@techsavanna.technology