Principal CRM Engineer

The Principal CRM Engineer defines and evolves the architecture of StarHub’s core Customer Relationship Management (CRM) and Order Management (OM) platforms that power customer onboarding, sales journeys, and fulfilment for the Consumer Business.

The role focuses on building a scalable, resilient, and future-ready CRM/OM platform, ensuring seamless end-to-end customer experiences and enabling rapid product innovation. Operating within a DevOps model, the Principal CRM Engineer drives platform modernization, architectural standardization, and system-wide reliability, while guiding engineering teams to eliminate systemic issues and scale the platform sustainably.

Responsibilities:

1. Define and own the end-to-end architecture of CRM/OM platforms across Customer Management, Product Catalogue, Campaigns, Order Management, and Revenue/Billing integration

2. Establish architectural principles and standards for microservices, API design, workflow orchestration, and data management across CRM/OM domains

3. Design and optimize workflow orchestration strategies for order lifecycle processes, ensuring scalability and fault tolerance

4. Drive platform scalability and performance improvements by identifying system bottlenecks across APIs, databases, and workflows

5. Define and govern data architecture, ensuring consistency, integrity, and efficient data flow across CRM, provisioning, and billing systems

6. Establish API and integration standards, including versioning, idempotency, and reliability patterns for internal and external system integrations

7. Lead platform modernization initiatives, including migration from legacy CRM systems to cloud-native CRM-based architecture

8. Reduce technical debt and system complexity by driving modularization, decoupling, and standardization across services

9. Define and implement observability and reliability strategies across the platform, ensuring proactive monitoring, alerting, and performance optimization

10. Collaborate with DevOps and platform teams to design scalable cloud-native solutions using Kubernetes (EKS), CI/CD pipelines, and Infrastructure as Code

11. Act as the technical authority for design decisions, conducting architecture reviews and ensuring alignment with enterprise architecture and business objectives

12. Mentor CRM Engineers on system design, architectural thinking, and advanced debugging techniques

13. Influence cross-functional teams and stakeholders to adopt consistent engineering standards and best practices

14. Collaborate with Product Owners, QA, DevOps, and vendors to ensure seamless integration and delivery of end-to-end customer journeys

• 10+ years of professional software engineering experience with a strong emphasis on system architecture and large-scale distributed systems

• Demonstrated ability to design, evolve, and operate enterprise-critical platforms, particularly within CRM, OM, BSS, or comparable domains

• Deep architectural expertise across:

1. Microservices and distributed system design

2. API design, integration patterns, and service contracts

3. Workflow driven and orchestration-based systems

4. Data architecture, modelling, and database performance optimization

• Strong hands-on technical experience with:

1. Java, Spring Boot, and RESTful API design/development

2. PostgreSQL and/or Oracle, including query optimization and performance tuning

3. Kubernetes based platforms and cloud environments (AWS preferred)

• Proven experience working in telecom BSS/OSS environments, including CRM, billing, and order management systems

• Established track record of leading platform modernization, large scale refactoring, and transformation initiatives in complex enterprise environments

Preferred Certifications

• Certified Kubernetes Administrator (CKA) or Certified Kubernetes Application Developer (CKAD)

• AWS Certified Solutions Architect (Associate or Professional)