Technical Lead/Developer-CRM & Analytics

The CRM & Analytics Technical Lead/Developer will be responsible for leading the technical implementation, system migration, and integration of a new CRM/Analytics platform for the Customer Service Organization (CSO) at LADWP. This role involves designing, developing, configuring, and deploying CRM and analytics solutions to enhance customer experience and streamline business operations. The ideal candidate will ensure seamless data integration, system enhancements, and predictive analytics capabilities while collaborating with stakeholders, IT teams, and business users to deliver a best-in-class CRM platform. This role requires a strategic mindset to modernize and optimize LADWP's CRM and analytics platforms to ensure a seamless and enhanced customer service experience.

WORKSITE: L.A. Department of Water & Power facility (Hybrid)

WORK SCHEDULE: Monday-Friday, standard business hours

ANTICIPATED START DATE: Pending RFP award, mid-year

PAY RATE: $85/hour to $95/hour

WHAT WE OFFER:

• Paid sick leave based on state regulations after 90 days of employment

• Medical, dental, and vision are offered after a waiting period (60% paid by Fortuna)

• Free TeleMedicine and Mental Health for all employees and their families

• Additional volunteer options such as Group Life Insurance, Accidental Insurance, Critical Care, Short Term Disability

WHAT YOU'LL DO:

System Migration & Development

• Lead the migration of CRM, Analytics, and Data Integration platforms from Oracle Siebel CRM (version 23), Oracle Analytics Server (OAS) 5.9, and Informatica/DAC 11g to new technologies.

• Oversee the migration of infrastructure components including application servers, web gateway servers, middleware, and databases.

• Design and develop user-friendly interfaces and APIs to enhance CRM functionalities.

• Implement OpenAI features when available to improve CRM intelligence and automation.

System Integration & Data Management:

• Develop and implement integration pathways between CRM/Analytics systems and LADWP applications such as Customer Care and Billing (CCB)/Customer Cloud Service (CCS), Water/Power Outage Management Systems, and Workforce Management Information System.

• Design and implement data pipelines to ensure seamless data exchange between multiple systems and databases.

• Develop and refine data models, KPIs, and predictive analytics functionalities.

Enhancements & Feature Development:

• Implement advanced customer segmentation for outreach, predictive modeling, campaign management, and profile management within CRM.

• Develop multi-channel self-service transaction tracking (social media, chatbot, phone, text, email, etc.).

• Expand geospatial visualization capabilities and business intelligence reporting.

• Implement case management, contractor portals, and service request/order management functionality.

• Enhance multi-lingual customer communication and marketing tools.

System Evaluation & Optimization:

• Provide an evaluation framework to identify the best migration approach using industry best practices.

• Develop a scoring model to assess CRM/Analytics functionalities based on user impact and operational needs.

• Ensure performance tuning, validation, and troubleshooting of database and application components.

Project Management & Documentation:

• Collaborate with stakeholders to define system requirements, project plans, and sprint cycles.

• Maintain detailed technical documentation, including system architecture, data flows, and integration designs.

• Support training and knowledge transfer sessions for LADWP staff on system functionalities and best practices.

WHAT YOU'LL BRING:

• 8 years of experience in CRM development, system integration, and technical leadership.

• Extensive experience with Oracle Siebel CRM, Oracle Analytics Server (OAS), Informatica, and related technologies.

• Strong expertise in API development, data modeling, and middleware solutions.

• Knowledge of AI/ML integration for predictive analytics and customer insights.

• Proficiency in CRM configuration, customization, and programming.

• Experience with data integration tools and technologies (ETL, APIs, middleware).

• Familiarity with cloud, on-premises, and hybrid system architectures.

• Advanced SQL skills for data management and reporting.

• Hands-on experience with front-end and back-end development for CRM applications.

• Strong analytical, problem-solving, and decision-making abilities.

• Excellent communication and stakeholder management skills.

• Ability to lead and mentor development teams.

• Bachelor's or master's degree in computer science, Information Technology, Engineering, or a related field.

Fortuna operates as a staffing agency that sources screens and presents potential candidates for employment opportunities on behalf of our clients.

Fortuna was founded in 2012 by practicing professionals with more than 50 combined years of experience. Our headquarters is in McClellan, California with offices in Los Angeles and New York, and satellite offices in the Philippines and Israel. Fortuna is an active member of multiple California service agreements, including the CMAS, ITMSA (Tier 2), and CalPERS SpringFed Pool, as well as multiple municipalities and large corporation vendor pools

Career Site: www.gofortuna.com.

Salary : $85 - $95