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 Clear Basic scripts for CRM enhancements.
Integration & Workflow
- Design and implement integrations between FORCE CRM, OMS, billing, and provisioning systems.
- Work with APIs, middleware (TIBCO/Mule Soft/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 (Clear Basic, 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 (Clear Basic, 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.
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 Clear Basic scripts for CRM enhancements.
Integration & Workflow
- Design and implement integrations between FORCE CRM, OMS, billing, and provisioning systems.
- Work with APIs, middleware (TIBCO/Mule Soft/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 (Clear Basic, 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 (Clear Basic, 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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