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Position Title: Sr. Engineer, CRM
Salary Range: $107K - $123K
Department: Technology
Reports to: CRM Manager
FLSA: Exempt
Location: Remote
Travel: 0%
Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health's groundbreaking solutions have delivered high-quality services and support, when, where, and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.
"This role is endowed/subsidized through June 2025, with the possibility of renewal based on performance and funding."
Position Overview:
Vibrant is looking for a Lead CRM Engineer to join our IT team as it grows. You will report directly to the CRM manager and assist with all CRM programming and design functions. Your primary focus will be to learn and understand CRM and its features and functionality. You will maintain the Salesforce CRM system including updates, enhancements, building reports, managing dashboards, and security.
Duties/Responsibilities:
- Lead evaluations and improvement of best practices in both process and standards and recommend value added changes to existing coding practices, standards and tools.
- Contribute to evaluating and improving best practices and standards in the analysis, design, development, testing, modification, and integration of the Salesforce CRM system.
- Maintain state-of-the-art awareness in areas of technical expertise - changes, advancements, and improvements in Salesforce CRM systems.
- Assess the severity of problems, determine corrective action, and resolve technical problems.
- Monitor end-user usage of the system and perform daily administrative and user support tasks.
- Provide technical support to end users, diagnosing and resolving problems.
- Evaluate and configure CRM systems, and provide detailed end-user documentation.
- Create documentation and procedures while maintaining best practices and following Vibrant's methodology for development, installation, and maintenance.
- Manage and collaborate with product vendors and systems integrators on the delivery of solutions.
- Collaborate with business partners on user acceptance testing.
- Work closely with project managers, UI/UX designers, other developers, and data analysts.
- Additional duties as assigned.
Required Skills/Abilities:
- Fully understand CRM fundamentals and advanced features.
- Ability to communicate complex ideas, concepts, and processes effectively with other engineers and management.
- Strong, hands-on experience with Salesforce applications and contact center services.
- Ability to manage the technical delivery of custom development, integrations, and data migration elements of a Salesforce implementation.
- Architect, develop, test, maintain, and support integration solutions between Salesforce and other SaaS, custom, or on-premise software applications using REST API, custom connectors, middleware, custom-built connector tools, and web services.
- Must be able to write technical specifications and documentation.
- Ability to meet deadlines while working in an evolving, complex, & fast-paced environment.
- Familiarity with APIs.
- Working knowledge of Apex.
- Creative problem solver.
Decision Making:
- Identifies multi-faceted problems affecting the achievement of individual goals and provides solutions.
- Decisions have minor organizational impact that may require consultation with internal and external stakeholders regarding issues, possible solutions, and implementation of alternatives.
- Analyzes and interprets issues, realigns responsibilities, commits resources, and proposes alternative solutions.
- Implements solutions for minor projects after approval and is held accountable if no action is taken.
- Multi-factor decision-making that requires research and analysis, subject to supervisory guidance.
Scope of Responsibility/Accountability:
- Manages programs/projects, and creates and implements work plans, and objectives.
- Monitors and evaluates interim results and develops contingency plans if objectives are off track.
Managing/Directing Work:
- Interprets standards, communicates constructive feedback, and guides others in developing their capacity to perform more effectively.
- Participates in planning and implementing small-scale work activities and contributes to the evaluation of results for assigned objectives.
- Manages their task list with minimal supervision.
Required Qualifications:
- Bachelor's degree and at least 7 years of experience as a CRM Engineer or similar role (additional experience may be substituted in place of a degree).
- Strong understanding of CRM fundamentals and advanced features.
- Experience supporting large-scale CRM implementations and upgrades.
- Hands-on CRM implementation, administration, maintenance, and optimization experience with a leading CRM (e.g., Salesforce or similar).
- Salesforce Developer 1 and II certifications are a plus.
Physical Requirements:
- Must be able to remain in a stationary position 50% of the time
- Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
- Will frequently communicate over video calls with internal and external stakeholders
Vibrant Emotional Health is committed to the full inclusion of all qualified individuals. As part of this commitment, Vibrant will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact People Operations.
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