Senior Contact Centre Technology & CRM Engineer

Location: Mohali / Chandigarh

Experience: 5–8 Years

Department: Technology & Operations

About the Role

We are looking for a highly experienced Senior Contact Centre Technology & CRM Engineer who can independently manage, develop and optimise our contact centre technology ecosystem.

The role will involve ownership of our Twilio Flex and Zoho CRM platforms, including integrations, automation, data processing, outbound calling infrastructure and general IT systems.

We are looking for someone who goes beyond routine IT support and can independently troubleshoot, engineer solutions, automate processes and improve operational efficiency.

Key Responsibilities

1. Twilio Flex – Platform Ownership

- Manage and optimise Twilio Flex architecture and configurations.
- Configure TaskRouter, queues, workflows, agent permissions and outbound calling processes.
- Work with Twilio Flex APIs and custom integrations.
- Troubleshoot call routing, task allocation, agent status and telephony issues.
- Improve platform reliability, performance and operational efficiency.

2. Zoho CRM – Advanced Administration

- Manage advanced Zoho CRM configurations, custom modules and workflows.
- Develop automation using Zoho Deluge.
- Manage bulk data imports, field mapping and data validation.
- Optimise CRM processes to support outbound sales operations.
- Manage user roles, permissions, security and data quality.

3. Integration & Automation Engineering

- Design, develop and maintain two-way integrations between Twilio Flex and Zoho CRM.
- Build API and webhook-based integrations.
- Work with JavaScript, TypeScript, Node.js, REST APIs and JSON.
- Automate lead ingestion, assignment, call activity synchronisation and disposition updates.




- Implement error handling, logging, monitoring and automated reconciliation.
- Troubleshoot complex integration failures independently.

4. Data Engineering & Lead Management

- Develop automated lead-upload and data-processing pipelines.
- Implement duplicate detection, data validation and transformation.
- Manage high-volume campaign data.
- Ensure accurate and timely movement of leads between systems.
- Build reporting and monitoring mechanisms.

5. IT Infrastructure & Technical Support

- Oversee office IT infrastructure, LAN, Wi-Fi and endpoint systems.
- Manage laptops, desktops, headsets, printers and employee access.
- Implement appropriate IT security and access-control practices.
- Handle critical technical escalations.

Required Experience

- 5–8 years of relevant technology experience.
- Strong hands-on experience with Twilio Flex.
- Advanced Zoho CRM administration and integration experience.
- Solid knowledge of REST APIs, webhooks and JSON.
- Practical JavaScript/Node.js development experience.
- Experience building and maintaining production integrations.
- Strong SQL and database fundamentals.
- Experience supporting outbound contact centres or BPO operations.

Preferred Qualifications

- Twilio Flex implementation or customisation experience.
- Zoho Deluge scripting.
- Twilio TaskRouter and Studio.
- AWS or Azure cloud experience.
- Git, CI/CD and automated testing.
- Experience handling high-volume lead and customer data.

What We Expect

The successful candidate will take end-to-end ownership of our contact centre technology ecosystem, independently resolve complex technical issues, automate operational processes and continuously improve the reliability and efficiency of our systems.

Pay: Up to ₹1,200,000.00 per year

Work Location: In person

📌 Senior Contact Centre Technology & CRM Engineer (Sahibzada Ajit Singh Nagar)
🏢 Symbexi
📍 Sahibzada Ajit Singh Nagar