Job Description : The primary focus is to deliver the CEM platform solution to support the project team in enhancing service quality, user experience, and data analytics. Deliver the service analysis module of the Smartcare CEM solution in line with contract and customer requirements. Take responsibility for the successful delivery, acceptance, and customer satisfaction of the service analysis module. Involve in platform solution design, including site surveys, platform design (HLD and LLD), IP design, and LAN switch configuration. Support and carry out platform deployment activities, including hardware and software setup and data integrity verification. Assist in testing and verification of platform functionalities. Perform platform maintenance activities, including routine platform audits, health checks, and troubleshooting issues. Clarify integration requirements and solutions with customers; complete integration solution design, implementation, and acceptance based on project delivery content. Perform major maintenance operations, such as upgrades, capacity expansions, and service adjustments. Possess programming skills to develop use cases using available data (added advantage). Requirements : Bachelor's or Master's Degree in Computer Science, Information Technology, Software Engineering, or a related field. Relevant certifications related to platforms or technologies used (e.g., Salesforce, Adobe Experience Cloud).Experience with CEM/CRM platforms, including Salesforce, Adobe Experience Manager (AEM), Oracle CX, or similar tools managing customer journeys. Proficiency in programming languages, such as Java, Python, JavaScript, or other relevant languages. API Integration experience with RESTful/SOAP APIs, web services, and other system integration techniques.Knowledge of relational and non-relational databases such as MySQL, PostgreSQL, and MongoDB. Familiarity with cloud platforms such as AWS, Azure, or Google Cloud, and experience with cloud-based applications. Basic understanding of data analytics tools for customer insights (e.g., Google Analytics, Tableau, or Power BI).Experience with CI/CD pipelines, automation scripting, and infrastructure-as-code tools like Terraform, Ansible, or Docker. 3–5+ years of experience in customer experience management or platform engineering. Project Management experience in platform deployments, migrations, or optimizations. Strong problem-solving abilities for troubleshooting platform issues and optimizing performance. Excellent communication skills to collaborate with cross-functional teams, including marketing, customer service, and IT.