NEOLYTIX

SaaS & CRM Implementation Specialist (Contact Center & AI) DEPARTMENT

Itexperience

2–4+ YearsLOCATION

Gurugram (Hybrid)TYPE

Full time

About 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 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 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 vendors for system upda

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