Technical and Implementation Lead

3 weeks ago

Gurugram, India RMT Engineering Full time

Job Description – Technical and Implementation Lead (CRM & GenAI CX Solutions)

Location: Gurgaon (Onsite)

Position Overview

We are looking for a
Technical Lead
with strong hands-on experience in CRM ticketing systems, dialer integrations, and client implementations. The ideal candidate should come from the
contact center industry
, have proven coding experience, and be capable of managing both technology and people.

This role requires deep technical expertise in
PHP, React, and
, along with practical exposure to
LMS (Lead Management Systems)
,
Agent Assist tools
,
chatbots
, and
data analytics/reporting
.

Key Responsibilities

  • CRM & Ticketing System
  • Understand, configure, and customize CRM ticketing workflows.
  • Manage end-to-end implementation of client requirements.
  • Troubleshoot technical and process-related issues.
  • Dialer Integration
  • Implement and manage dialer integrations with CRM.
  • Optimize dialer workflows to improve agent productivity.
  • Technical Development
  • Hands-on coding in
    , PHP, and React
    for CRM customizations and integrations.
  • Develop and enhance
    LMS modules
    ,
    Agent Assist solutions
    , and
    chatbots
    .
  • Build and maintain
    data analytics dashboards
    and
    reports
    for business insights.
  • Client & Team Management
  • Act as a bridge between clients and internal teams to deliver technical solutions.
  • Manage a small team of developers/analysts, ensuring timely delivery.
  • Conduct requirement gathering, feasibility analysis, and solution design discussions.
  • Innovation & Best Practices
  • Recommend process improvements for customer support workflows.
  • Stay updated with industry trends in CRM, AI-driven customer support, and automation.

Required Skills & Experience

  • Technical Skills:
  • Strong knowledge of
    , PHP, and
  • Experience with
    CRM ticketing systems
    and
    dialer integrations
    .
  • Knowledge of
    databases
    and
    APIs
    for integration.
  • Exposure to
    LMS (lead management systems)
    , chatbots, and data analytics.

Domain Expertise:

  • Minimum 5+ years in the
    contact center industry
    .
  • Experience in
    client requirement gathering and implementation
    .
  • Knowledge of
    contact center workflows, SLAs, and reporting metrics
    .
  • Soft Skills:
  • Strong problem-solving and analytical mindset.
  • Excellent communication and client-facing skills.
  • Team leadership and mentoring experience.

Preferred Qualifications

  • BE, MCA or equivalent qualification
  • Prior experience developing
    Agent Assist tools
    and
    chatbots
    .
  • Hands-on exposure to
    AI-driven analytics/reporting
    in contact centers.
  • Experience in managing
    end-to-end implementation projects
    in CRM/dialer ecosystem

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