Job Title : SaaS & CRM Implementation Specialist (Contact Center & AI)
Location : Gurugram Hybrid
Employment Type : Full-Time
About The Role
We are looking for a SaaS & CRM Implementation Specialist with hands-on experience in deploying and managing Customer Service Management platforms (e., Zendesk, Intercom, Kustomer) and Contact Center solutions (e., Dialpad, 8x8, Five9).
This role involves end-to-end implementation, system administration, and optimization of SaaS-based customer support platforms, including AI-driven features like chatbots, automation workflows, AI Scorecards, and intelligent routing.
You will work closely with IT, Customer Support, and Operations teams to ensure smooth integration, high system performance, and continuous enhancements.
Key Responsibilities
SaaS/CRM Implementation & Configuration :
- Lead the setup, customization, and integration of CRM and Contact Center software to meet business needs.
- Configure user roles, permissions, workflows, and automation rules.
- Collaborate with stakeholders to define and document system requirements and processes.
- Manage user access and permissions (add, remove, maintain configurations).
Contact Center Administration
- Administer Dialpad, 8x8, Five9, or similar VoIP/contact center platforms, ensuring high availability and reliability.
- Set up call routing logic, IVR menus, and AI-enabled features for efficient customer interactions.
- Monitor and troubleshoot call quality, network connectivity, and system performance.
- Manage user access and configurations for the contact center platform.
AI Workflow & Automation
- Implement AI-powered functionalities (e., chatbots, predictive routing, sentiment analysis) with vendors or internal data teams.
- Assist in training and fine-tuning AI models to improve accuracy and user experience.
- Continuously evaluate and optimize AI tools to enhance automation and efficiency.
System Maintenance & Upgrades
- Coordinate with software vendors for system updates, patches, and feature enhancements.
- Perform routine system audits to ensure data security, integrity, and compliance.
- Identify and resolve system performance issues to ensure uninterrupted service.
User Support & Training
- Provide Tier 2/3 technical support, troubleshooting system issues and performing root-cause analysis.
- Conduct training sessions and create documentation for end-users.
- Gather user feedback to improve workflows and system usability.
Qualifications & Experience
Educational Background :
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Technical Skills & Expertise
- Proven experience administering SaaS-based CRM platforms (Zendesk, Intercom, Kustomer, Salesforce, or similar).
- Hands-on experience with contact center software (Dialpad, Five9, Avaya, 8x8, or similar), including VoIP configurations and call routing.
- Familiarity with AI/ML-driven tools, chatbots, or automation features is highly desirable.
- Proficiency in scripting or basic coding (e., Python, JavaScript) for integrations and workflow automation is a plus.
Professional Experience
- 2-4+ years in a Systems Administrator, Implementation Specialist, or similar role focusing on CRM and/or contact center platforms.
- Experience working with APIs, data migrations, and third-party integrations.
- Proven experience in end-to-end SaaS implementations.
Soft Skills & Personal Attributes
- Strong analytical, problem-solving, and troubleshooting abilities.
- Excellent communication skills (written and verbal) for user training and cross-team collaboration.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Proactive, detail-oriented, and passionate about continuous improvement.
Why Join Us?
- Innovative Work Environment : Work on cutting-edge SaaS and AI technologies.
- Career Growth : Gain hands-on experience in large-scale SaaS implementations and AI-driven workflows.
- Collaborative Team : Work with a talented and supportive team in a knowledge-sharing culture.
- Competitive Compensation : We offer a market-leading salary package, performance bonuses, and comprehensive benefits.
- Hybrid Work Model : Enjoy the flexibility of working from the office and remotely in Gurugram.
(ref:hirist.tech)
