CRM Administrator-JR

About PCG Consulting Group:

PCG Consulting group is a dynamic and innovative technology-driven organization that partners with health, education, and human services agencies to improve lives. We have partnered with BFF (Best Foot Forward) and is looking for a Junior CRM Administrator to join our team.

The Jr. CRM Administrator will lead the development, testing, maintenance, and optimization of our CRM system, with a particular focus on dialer integration for call center operations. This role requires a balance of technical expertise, strategic insight, and a customer-focused approach to enhance system performance and improve user experiences.

In this role, you will collaborate with cross-functional teams, including business users and IT, to implement custom solutions, automate processes, and introduce best practices for our CRM platform. Key responsibilities include creating custom forms, building reports, designing workflows, integrating third-party applications, and supporting training initiatives to drive user adoption.

Key Responsibilities:

• CRM Development & Administration: Configure and maintain CRM systems, including custom workflows, validation rules, user roles, and dashboards.
• Dialer Integration: Manage SaaS dialer solutions, including LiveVox, TCN, or AWS Connect, to ensure smooth operation and integration with CRM systems.
• Data Management: Develop SQL queries and JavaScript code to facilitate data import/export, cleansing, and reporting.
• Custom Reporting & Analysis: Design and manage analytical reports using SQL, Excel, and other reporting tools to provide actionable insights.
• Deployment Support: Oversee pre-and post-deployment testing and troubleshoot any issues during QA and production go-live phases.
• Training & Stakeholder Engagement: Develop and demo new features for internal teams, promote user adoption, and support ongoing user training.
• Process Improvement: Continuously evaluate CRM processes, recommending and implementing optimizations to improve efficiency, data reliability, and quality.
• Platform Expansion: Enable new CRM features, integrating seasonal releases and deploying additional functionality to enhance system capabilities.
• Issue Resolution: Proactively troubleshoot complex platform issues, working collaboratively to resolve production issues for internal CRM users.

Job Type: Full-time

Pay: $90,000.00 - $110,000.00 per year

People with a criminal record are encouraged to apply

Work Location: Remote

• Education: Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent experience.
• CRM Proficiency: 5+ years in CRM configuration, including workflows, validation rules, roles & profiles, reports, and dashboards.
• Technical Expertise:
• SQL & Data Analysis: Advanced skills in SQL (writing, querying, report creation), and working knowledge of PostgreSQL or equivalent databases.
• JavaScript Coding: 4+ years of experience writing JavaScript code to create custom functionalities within CRM platforms.
• ETL & Data Loading: Experience with ETL profiling and data loading.
• Data Warehouse: Familiarity with Data Warehouse, SQL, and OLAP technologies.
• Dialer & Messaging Solutions: 4+ years managing SaaS Dialer solutions (e.g., LiveVox, TCN, AWS Connect) and 3+ years with SaaS Texting solutions (e.g., SBT, LiveVox).
• API Development: 2+ years in custom API development for CRM.
• Deployment Experience: Hands-on experience with complex CRM deployments and system lifecycle management.
• Troubleshooting & Debugging: Skilled in reading Java stack traces, analyzing AWS logging, and resolving platform issues.
• Soft Skills: Exceptional communication and relationship-building skills, a proactive approach to problem-solving, and a commitment to continuous learning and development.