Job Description

About the Role

The role involves developing and customizing CRM workflows, integrating FORCE CRM with downstream systems, and ensuring seamless order orchestration across multiple platforms.


Responsibilities

CRM Development & Customization

  • Configure and customize Amdocs Clarify CRM for case management and order handling.
  • Develop workflows for national VMB order fulfillment, including escalation rules and SLA tracking.
  • Implement business rules, forms, and ClearBasic scripts for CRM enhancements.


Integration & Workflow

  • Design and implement integrations between FORCE CRM, OMS, billing, and provisioning systems.
  • Work with APIs, middleware (TIBCO/MuleSoft/Oracle SOA), and ESB for data exchange.
  • Ensure accurate data mapping and synchronization across CRM and order management systems.

Case Management

  • Build and maintain case lifecycle processes for customer issues and order exceptions.
  • Configure escalation paths, notifications, and resolution workflows aligned with SLAs.

Testing & Documentation

  • Support SIT/UAT phases, defect resolution, and production deployments.
  • Prepare technical documentation, workflow diagrams, and operational SOPs.

Qualifications

  • Hands-on experience with Amdocs Clarify CRM (ClearBasic, Workflow Manager, Rule Manager).
  • Strong knowledge of FORCE CRM and telecom OSS/BSS processes.
  • Expertise in case management workflows and national order fulfillment processes.
  • Integration skills: REST/SOAP APIs, ESB, middleware platforms.
  • Proficiency in Oracle SQL/PL-SQL and UNIX/Linux scripting.


Required Skills

  • Hands-on experience with Amdocs Clarify CRM (ClearBasic, Workflow Manager, Rule Manager).
  • Strong knowledge of FORCE CRM and telecom OSS/BSS processes.
  • Expertise in case management workflows and national order fulfillment processes.
  • Integration skills: REST/SOAP APIs, ESB, middleware platforms.
  • Proficiency in Oracle SQL/PL-SQL and UNIX/Linux scripting.


Preferred Skills

  • Experience with additional CRM platforms.
  • Knowledge of agile methodologies.

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