NEOLYTIX
SaaS & CRM Implementation Specialist (Contact Center & AI) DEPARTMENT
ITEXPERIENCE
2–4+ YearsLOCATION
Gurugram (Hybrid)TYPE
Full-TimeAbout the Role
Neolytix is looking for a SaaS & CRM Implementation Specialist with hands-on experience deploying and managing Customer Service Management platforms (e.g., Zendesk, Intercom, Kustomer) and Contact Center solutions (e.g., Dialpad, 8x8, Five9).
This role covers end-to-end implementation, system administration, and optimisation of SaaS-based customer support platforms, including AI-driven features such as chatbots, automation workflows, AI Scorecards, and intelligent routing. You’ll work closely with IT, Customer Support, and Operations teams to ensure smooth integration, high system performance, and continuous enhancement.Key Responsibilities
SaaS / CRM Implementation & Configuration
- Lead the setup, customisation, 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, and 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 productive 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 functionality (e.g., 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 optimise AI tools to enhance automation and efficiency.

System Maintenance & Upgrades
- Coordinate with software vend

📌 SaaS & CRM Implementation Specialist (Contact Center & AI) (Gur Gram)
🏢 Neolytix
📍 Gur Gram