Position Title: CRM Engineer II

Salary Range: $85,000 - $106,000

Department: Information Technology

Reports to: CRM Manager

Location: Remote

Schedule: M-F, 9-5 EST

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.

Position Overview:

Vibrant is seeking a dynamic and motivated CRM Engineer to join our growing team. As a CRM Engineer II, you will play a crucial role in supporting the development, implementation, and maintenance of our Customer Relationship Management (CRM) systems. You will report directly to the Manager of CRM and assist with all functions of CRM programming and design. Your primary focus will be to learn and understand the CRM, its features, and its functionality. You will maintain the Salesforce CRM system including updates, enhancements, building reports, managing dashboards, and security. You will collaborate with cross-functional teams to ensure the CRM platform is optimized to enhance customer experiences and streamline business processes.

Duties/Responsibilities:

• Assist in the configuration, customization, and maintenance of the CRM platform.

• Troubleshoot and resolve technical issues related to the CRM system.

• Provide end-user support and training on CRM usage and best practices.

• Maintain state-of-the-art awareness in areas of technical expertise - changes, advancements, and improvements in Salesforce CRM systems.

• Assist in data cleansing, migration, and integration efforts to ensure data accuracy and consistency within the CRM system.

• Collaborate with data teams to ensure data quality and integrity.

• Work with senior engineers to implement customizations, workflows, and automation within the CRM system.

• Assist in coding, scripting, and development tasks related to CRM enhancements.

• Collaborate with business stakeholders to gather requirements and understand their needs for CRM system improvements.

• Work closely with cross-functional teams, project managers, UI/UX designers, other developers, data analysts, and customer support, to align CRM capabilities with business goals.

• Manage and collaborate with product vendors and systems integrators on the delivery of solutions and user acceptance testing.

• Document technical processes, configurations, and customizations within the CRM system.

• Maintain clear and up-to-date documentation for reference and knowledge sharing.

• Provide training and support to end-users on CRM system usage, best practices, and troubleshooting.

• Assist in creating user documentation and guides to ensure effective utilization of the CRM platform.

• Participate in regular system maintenance, updates, and upgrades to ensure the CRM system's reliability and security. Identify and address any system performance issues or bugs in a timely manner.

• Stay up to date with industry trends and best practices related to CRM systems.

• Participate in the identification of opportunities for system enhancements and process improvements.

  Required Skills/Abilities:

• 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 oversee the technical execution of custom development, integrations, and data migration components within a Salesforce implementation.

• Architect, develop, test, maintain, and support integration solutions between Salesforce and other SaaS, custom, or on-premises software applications using REST API, custom connectors, custom-built connector tools, and web services.

• Must be able to write technical specifications and documentation.

• Ability to meet deadlines in an evolving, complex, and fast-paced environment.

• Familiarity with APIs, and working knowledge of the Apex programming language

• Creative problem solver

  Required Qualifications:

• A bachelor's degree and 3 plus years of experience as a CRM Engineer or similar

• Fully understand 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)

  Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks’ vacation, plum benefits, etc.

  Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who come from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

  Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

  "Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address"