* Perform analysis and coordinates with other developers to design and code MS Dynamic CRM system and test the software before delivering it to the users. * Write technical procedures and documentation for the applications including operations, user guide, etc. * Communicate with project managers, clients and other developers to design cohesive project strategies and ensure effective collaboration throughout all phases of development, testing and deployment * Participate in system maintenance and ongoing support for production related issues

* Responsible for the project development and directly liaise with users to get the requirements for MS CRM application system * Develop customized solutions within the MS CRM platform to support critical business functions and meet project objectives and client requirements * Manage support functions covering planning, tracking issues, quality management and internal communication * Assisted in developing and executing test scripts for user accepted testing for each module, system release, enhancement and modification

* Lead the technical delivery of Salesforce implementations, including project management, system functionality design, system integration, full project activities, as well as cross-functional areas * Perform routine review of code, refactoring, configuration, data, and usage to ensure long-term viability, integrity, and adoption * Provide thought leadership and guidance to commercial teams on Salesforce capabilities to guide Digitalization and Omnichannel / Customer 360 efforts * Collaborate with Digital and Commercial teams and drive results by continuously optimizing the customer experience by running test-and-learn sprints, documenting failures, and scaling successes * Train commercial teams on Salesforce capabilities and customized solutions to encourage user adoption and usage * Oversee solutions design and delivery, including integration with existing architecture, third-party software, and vendor solutions to enable Omnichannel / Customer 360 efforts

* Establish and implement the support process with the offshore India team to achieve the "Follow-the-sun" strategy and develop support operation process by using Service Now as ITSM tools to control ticket queue assignment & management. * Manage and oversee the team in India to provide daily support and maintenance to both Salesforce classic and lightning system, and conduct long-term improvement operations to ensure compatibility with regional business requirements. * Work as a 2nd level support to provide operational support for user all over the world * Provide insight on business processes and make recommendations for improvement * Work with end user and different level of application support & development team to facilitate the completion of deliverables in a timely manner * Identify, research and resolve the issues and requests logged in the ITSM service now system * Translate business requests into technical requirement, and resolve problems at all levels of the organization across the region