Overview of Position

IntouchCX seeks a CCaaS/CRM Administrator to coordinate technical CRM implementations. You will organize engineers, manage project timelines, and ensure seamless system deployments across multiple clients. Collaborating with leadership and project teams, youll provide logistical guidance to deliver innovative solutions in a fast-paced workplace.

Essential Functions

Core Responsibilities:

- Direct CRM implementations and optimization projects (e.g., Salesforce, Zendesk), providing the technical specialists with the necessary parameters to achieve timeline and operational milestones.
- Structure and schedule workstreams, translating high-level business objectives into detailed project tasks and timelines for the engineering team.
- Coordinate AI automation tool rollouts, including chatbots and self-service portals, by ensuring timely completion of tasks and milestones according to client schedules.
- Act as logistical liaison, facilitating clear communication between client stakeholders and the execution team to resolve blockers and maintain project momentum.

Required Skills:

- Competence with requirements identification, discovery process and translating business needs into technical solutions.
- Familiarity with the operating parameters of relevant CRM and CCaaS platforms.
- Hands-on experience with implementation projects.
- Skilled in technology coupled with business acumen to deliver complex solutions.
- Awareness of AI and machine learning concepts as applied to customer experience.




- Experience working in an agile project management environment.
- Knowledge of contact center analytics and reporting tools.
- Experience working in a team capacity on multiple projects in a rapidly changing environment.
- Practiced in directly interacting with clients with minimal oversight.
- Exceptional analytical and problem-solving skills.
- Strong management and support skills, specifically able to work with end users to identify and resolve business issues in an innovative manner.

Educational / Work Experience Requirements:

Qualifications:

- Bachelor's degree in a relevant field (e.g., Information Technology, Business Administration) or equivalent practical experience.
- Work experience of a level commensurate with the position of 5 or more years.
- Strong understanding of one or more leading CRM and/or CCaaS omnichannel platform principles and best practices.
- Excellent analytical, problem-solving and critical thinking skills.
- Exceptional communication, presentation, and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
- Ability to manage multiple projects simultaneously and work effectively in a quick-paced environment.
- Strong client management and relationship-building skills.
- Ability to effectively collaborate with and guide technical implementation teams.

If you are interested please share your resumes to below email ID:

[email protected]

📌 Crm Administrator / CCaaS (Hyderabad)
🏢 IntouchCX
📍 Hyderabad