CRM & Notification Support Engineer (L2) | SIS Global | Riyadh, Saudi Arabia

Tech Junction Ltd; Riyadh; On-site; SAR 120,000 - 170,000; Full time

Job summary

SIS Global in Riyadh, Saudi Arabia, seeks an experienced CRM & Notification Support Engineer (L2) with Ericsson background to provide on-site MS Dynamics CRM and notification management support in a live telecom production environment.

You will own L2 incident management, troubleshoot REST/SOAP APIs, and ensure robust BSS integration via WebMethods, collaborating across customer care, billing, and vendors to guarantee reliable messaging delivery.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Minimum 4+ years of professional IT experience, with at least 2+ years specializing in CRM application support and L2 operations.
• Mandatory previous professional experience working with Ericsson telecommunications platforms.
• Strong hands-on expertise in Microsoft Dynamics / MSD CRM application support and administration.
• Proven practical experience managing notification management systems and automated messaging workflows.
• Solid working knowledge of BSS integration, WebMethods middleware, and REST/SOAP APIs.

Responsibilities

• Provide L2 operational support, maintenance, and incident resolution for MS Dynamics CRM environments.
• Administer, configure, and troubleshoot enterprise notification management systems.
• Ensure seamless BSS integration and API connectivity using WebMethods middleware.
• Integrate enterprise APIs and telecom CRM with billing, provisioning, and VAS platforms (Ericsson experience mandatory).
• Analyze production error logs and perform root-cause analysis for CRM faults.
• Collaborate with customer care, billing teams, vendors, and stakeholders in Riyadh.

Skills

MS Dynamics CRM

WebMethods

REST/SOAP APIs

Ericsson experience

Incident management

On-site deployment

Education

Bachelor’s degree in Computer Science or related

Tools

WebMethods

Job description

Position Summary:

SIS Global is seeking an experienced, highly technical, and accomplished CRM & Notification Support Engineer (L2) with mandatory previous Ericsson experience to join our client delivery team on a full-time, onsite basis in Riyadh, Saudi Arabia. In this specialized telecommunications CRM and notification management role, you will spearhead providing L2 operational support, incident management, and troubleshooting for Microsoft Dynamics CRM systems, notification gateways, and BSS integration platforms. You will work closely with cross-functional customer care squads, billing teams, and software vendors to ensure seamless subscriber communication and CRM availability. Ideal candidates bring a robust academic degree in computer science or engineering, deep practical mastery of MS Dynamics, WebMethods, APIs, and immediate availability for onsite deployment in Riyadh.

Detailed Job Description:

As a CRM & Notification Support Engineer (L2) at SIS Global in Riyadh, Saudi Arabia, you will take full ownership of maintaining, troubleshooting, and supporting enterprise CRM applications and multi-channel notification engines within a live telecommunications production environment. Your day-to-day responsibilities encompass resolving L2 production incidents, managing notification delivery workflows, ensuring robust BSS integration via WebMethods, and troubleshooting REST/SOAP APIs. You will collaborate with customer service operations to optimize CRM performance, analyze error logs, and implement corrective action requests. Working in a premier onsite environment in Riyadh requiring previous Ericsson experience, you will drive customer relationship management excellence and flawless messaging delivery.

Key Responsibilities:

• Provide expert L2 operational support, maintenance, and incident resolution for Microsoft Dynamics CRM (MS Dynamics / MSD) environments [cite: 1789905774799.jpg].
• Administer, configure, and troubleshoot enterprise notification management systems and automated messaging platforms [cite: 1789905774799.jpg].
• Ensure seamless BSS integration, data synchronization, and API connectivity using WebMethods middleware [cite: 1789905774799.jpg].
• Integrate enterprise APIs and telecom CRM environments with underlying billing, provisioning, and VAS platforms (Ericsson experience mandatory) [cite: 1789905774827.jpg, 1789905774799.jpg].
• Analyze production error logs, trace message payloads, and execute root-cause analysis (RCA) for CRM faults.
• Collaborate closely with customer care operations, billing teams, software vendors, and client stakeholders in Riyadh [cite: 1789905774708.jpg].
• Ensure strict adherence to service level agreements (SLAs), incident response times, and system availability targets.
• Assist in deploying software patches, CRM customizations, and notification template updates during maintenance windows.
• Maintain comprehensive technical documentation, incident logs, support runbooks, and system configuration guides.
• Participate in on-call rotation for high-severity CRM and notification service outages.

Required Qualifications & Skills:

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
• Minimum 4+ years of professional IT experience, with at least 2+ years specializing in CRM application support and L2 operations.
• Mandatory previous professional experience working with Ericsson telecommunications platforms [cite: 1789905774827.jpg, 1789905774708.jpg].
• Strong hands-on expertise in Microsoft Dynamics / MSD CRM application support and administration [cite: 1789905774799.jpg].
• Proven practical experience managing notification management systems and automated messaging workflows [cite: 1789905774799.jpg].
• Solid working knowledge of BSS integration, WebMethods middleware, and REST/SOAP APIs [cite: 1789905774799.jpg].
• Strong analytical, problem-solving, debugging, and cross-functional communication capabilities.
• Professional availability for full-time, onsite employment in Riyadh, Saudi Arabia [cite: 1789905774708.jpg].

Nice-to-Have Skills:

• Professional certifications such as Microsoft Certified: Dynamics 365 Customer Service Functional Consultant or ITIL Foundation.
• Hands-on experience with Azure cloud services, Power Automate, and Dataverse integrations.
• Familiarity with telecom billing and charging systems (Charging Gateway, Online Charging System).
• Prior working experience in tier-1 mobile network operators (MNOs) or telecommunications system integrators.
• Advanced scripting and automation skills using PowerShell or Python for log analysis.

Recruitment Pro Tip:

When applying for CRM support engineering roles in telecom, ensure your resume explicitly highlights your MS Dynamics support experience, WebMethods integration background, and mandatory Ericsson background.