Crm manager Jobs in Calgary, AB

Job Description

Job Description

• Monitors and evaluates performance, supports readiness, and assesses driver improvement in quality for Teams. Performs technical mentoring to share expertise. Contributes to team success by providing mentoring, coaching, and technical training as required.
• Performs thorough case reviews; ensures progression of cases to solve increasingly complex technical issues. Acts as a case escalation point for engineers to unblock servicing and escalation processes; ensure team members have access to appropriate resources to find the resolution.
• Advises case owners on out-of-scope escalation decisions. Drives case triage meetings to share knowledge with engineers and develop efficient solutions. Provides actionable process or technical feedback derived from case reviews to Service Delivery Managers, subject matter experts, and Technical Managers.
• Collaborates on cross-team and cross-product technical issues by working with resources from other groups to resolve customer issues. Helps drive top priorities by working with managers, engineers, and other stakeholders. Engages and collaborates with other groups, including escalation teams and product teams, to gain resolution for critical, complex issues. Manages the swarming process to ensure the right individuals and resources are in place to resolve issues in a timely fashion.
• Drives improvements on top pain areas by contributing to troubleshooting guides/readiness content to help with volume deflection. Identifies patterns of specific bugs in products and ensures they are notified to the relevant product group teams.
• Helps improve existing troubleshooting workflows and develops new troubleshooting materials. Contributes in generating process improvement ideas by analyzing trends such as case types.

SKILLS:

1. Power Apps: Mastery in building custom business applications using Power Apps, including canvas apps, model-driven apps, and portals, leveraging low-code or no-code development.

2. Power Virtual Agents: Knowledge of building chatbots and conversational AI solutions using Power Virtual Agents, integrating with Dynamics 365 CE for customer support automation, Teams & Third-Party Applications. Knowledge of SSO.

3. Common Data Service (CDS): Understanding of Common Data Service for Apps (CDS), creating entities, defining relationships, and using CDS as a data source for Power Platform applications.

4. Customization and Configuration: Ability to customize and configure Power Platform applications, including UI customization, business rules, forms, and views to meet specific business needs.

5. Integration Services: Proficiency in integrating Power Platform with external systems, leveraging connectors, APIs, and data gateways for seamless data exchange.

6. Custom Development: Knowledge of extending Power Platform capabilities using custom connectors, plugins, custom connectors, JavaScript, and Azure Functions.

7. Security and Compliance: Implementing security measures, managing user roles, permissions, and ensuring data security and compliance with industry standards within the Power Platform.

8. Environment and Release Management: Skills in managing Power Platform environments, version control, solution lifecycle management, and implementing changes using DevOps practices.

9. Power Automate: Proficiency in creating automated workflows and process automation using Power Automate (formerly Microsoft Flow), integrating various services and automating repetitive tasks. Should have technical expertise in handling Custom Connectors and On-Premises Data Gateways, Dataflows

10. Knowledge of Co-Pilot Adaption & Data loss prevention Policies. Administer Microsoft Copilot Studio, Publish and integrate.

11. Power Automate for Desktop: Proficiency in creating automated desktop Workflows. Good Experience in installation and configuration of Machines

12. Minimum 2 years’ hands-on experience in CRM systems like Dynamics, SAP, Sales Force, PeopleSoft and/or related.

13. Experience in SaaS product support or web frontend development and QA; Familiarity with programming languages such as C# and Python; Knowledge of database technologies such as SQL Server/Oracle.

14. Excellent Communication Skills: verbal, listening and written.

15. Experience in customer facing service role in any capacity.

16. Interpersonal and collaborative skills proven through work experience.

17. Passion for continuous learning – personal and professional development

18. Research, Problem Solving and Troubleshooting Skills – Logical thinking and demonstrating use of available tools & resources.

19. Ability to work in different shifts outside of local business hours and/or work a shift that covers a weekend day once ramped/trained – based on business need.

20. Strong communications skills Excellent spoken and written English communication skills

21. Demonstrable troubleshooting skills

22. Cross team collaboration; Logical and Critical thinking

23. Passion for technology and customer experience.

Good to Have:

• Integration Services: Proficiency in integrating Power Platform with external systems, leveraging connectors, APIs, and data gateways for seamless data exchange.
• Custom Development: Knowledge of extending Power Platform capabilities using custom connectors, plugins
• Security and Compliance: Implementing security measures, managing user roles, permissions, and ensuring data security and compliance with industry standards within the Power Platform.
• Knowledge of database technologies such as SQL Server/Oracle. Good to have knowledge on Bot framework, Create copilots with generative AI

Additional Ask:

• Work from Office (Calgary Location)
• Must be able to work in 24/7 operations environment.