Salesforce CRM Engineer

The CRM Engineer is responsible for the ongoing production and execution of CRM campaigns, ensuring that operational tools and teams deliver a timely, superior customer experience. Manage the Instant Ink CRM roadmap to deliver best-in-class and effective subscriber communication. Responsible for coordinating activities of supporting project teams and internal development partners to provides highly innovative solutions on our Salesforce Marketing Cloud instance. Partner with cross-functional teams to deliver solutions for roadmap features, enhancements, and defects. Work in an agile SDLC environment delivering features and results with regular consistency. Ensures delivery against established plans and makes determinations based on analysis of business information to alter or update schedule and resources to meet solution requirements. Facilitates resolution of project issues and roadblocks to ensure project success. Operates and owns the CRM documentation, content and structure, ticketing tools (Jira), calendaring, and process management toolset.

RESPONSIBILITIES

• Design, Configure, and Develop solutions within the Salesforce platform to support critical business functions and meet project objectives, and company goals.
• Utilize standard agile, SCRUM, and SDLC practices for project management and deliverability.
• Lead daily support and maintenance of the Salesforce instance and conduct long-term improvement operations to ensure compatibility with evolving mission requirements.
• Effectively communicate with management, scrum master, test engineers, product owners, and other Agile team members to design strategies that ensure the continued growth and innovation of the platform.
• Manage the integration and data flows across the CRM ecosystem to include SFMC, messaging, data storage, user app portal, as well as customer survey and offer tools
• Provide troubleshooting / first line of support for stakeholders working on deliverables and encountering errors/technical issues within Salesforce Marketing Cloud.
• Work with product and business stakeholders to deliver on backlog and sprint assignments
• Documents technical details through a standardized process of creating code comments, software architecture, and flow diagrams.
• Ensure corporate compliance, privacy, and information security standards are maintained in platforms.
• Maintain and document technical processes and marketing automation procedures.

EDUCATION AND EXPERIENCE REQUIRED

• Bachelor's Degree in engineering, computer science, management information systems or equivalent work experience
• 5+ years of experience and deep technical and working knowledge of Salesforce Marketing Cloud
• SFMC Email Specialist/Consultant/Developer/Admin or relevant certifications preferred
• Experience working in a Scrum team and delivering outcomes in an Agile environment
• Experience with data models for CRM solutions and SFMC integrations with data warehouses.
• Experience with SQL and Cloud based Data warehouses, such as Redshift, Snowflake etc. a plus
• Experience with Cloud based marketing communications services, such as AWS Pinpoint desired
• Experience with Cloud based Push notification services, such as Amazon SNS is helpful
• Working knowledge of JIRA and MIRO is a plus
• Strong communications and interpersonal skills and ability to work in a team
• Self-motivated with ability to define, structure and prioritize work for self and flexibility and capability to change priorities when circumstances dictate.
• Ability to work across various levels of the organization while building trust and fostering collaboration.
• Able to understand data ecosystems, including data ingestion, data engineering/pipelines, usage/consumption, and data privacy considerations/governance (where applicable).
• Excellent oral and written communication skills – capable of communicating in a way that conveys a clear understanding of the unique needs of widely varying audiences.
• Excellent problem-solving skills – ability to adapt quickly to changing business priorities and overcome unexpected challenges.

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