The CCaaS/CRM Administrator coordinates technical CRM implementations, organizes engineering teams, manages project timelines, and ensures seamless system deployments across multiple clients.
This role collaborates with leadership and project teams to provide logistical guidance, delivering innovative solutions in a fast-paced environment.
As a CCaaS / CRM Administrator, You Will…
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.
As a CCaaS / CRM Administrator, You Need…
Bachelor's degree in a relevant field (e.g., Information Technology, Business Administration) or equivalent practical experience.
Work experience at a level commensurate with the position of 5 or more years.
Solid 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 fast-paced setting.
Strong client management and relationship-building skills.
Ability to effectively collaborate with and guide technical implementation teams.
Competence with requirements identification, discovery proc