CRM Implementation Specialist

Job Description About the Role We are developing a communication and relationship management platform for Healthcare Providers that enables seamless interaction across multiple channels, empowering teams to manage contacts, relations, omni-channel communication, streamline workflows, and deliver consistent engagement experiences. We're looking for a CRM Implementation Specialist who can design, configure, and deploy this platform using Zoho, Salesforce, or other low-code CRM solutions. The ideal candidate combines strong technical configuration skills with process thinking and the ability to translate complex business workflows into modular, automated systems. Key Responsibilities 1. System Design & Architecture - Translate business requirements into CRM/platform modules, workflows, and data models. - Design master data structures, contact management systems, and interaction tracking logic. - Map multi-channel communication flows (Standard Channels, Voice, WhatsApp, SMS, etc.) within the CRM platform environment along with third-party integrations. - Ensure scalability for future extensions (mobile apps, chatbots, predictive analytics). 2. Platform Implementation - Configure CRM modules such as Contacts, Activities, Communication, Templates, and Dashboards, etc. - Build automations for drip campaigns, logic-based sequences, reminders, follow-ups, appointments, and task management. - Integrate third-party APIs for channels like WhatsApp, voice calls, and SMS, etc. (e.g., Zoho Voice, Ozonetel, Exotel, Gupshup). - Set up message templates, personalization logic, and two-way conversation tracking. 3. Workflow Automation - Create rules, triggers, and workflows to manage engagement cycles and task routing. - Implement dashboards to track engagement metrics and operational KPIs. - Manage user roles, permissions, and audit trails for security and compliance. 4. Integration & Testing - Integrate with basic data sources (spreadsheets, exports, or scheduling systems). - Conduct UAT with stakeholders to validate workflows and data mapping. - Troubleshoot integration issues, test delivery, and ensure usage as per expected standards. 5. Documentation & Handover - Create system documentation including data models, workflow diagrams, and SOPs. - Train and support internal teams on usage, dashboards, and reporting. - Support post-launch optimization and continuous improvement. Required Skills & Experience Must-Have - Proven experience implementing Zoho CRM, Salesforce, HubSpot, or other low-code CRMs. - Experience building CRMs or engagement systems in service-oriented domains (healthcare, education, or enterprise services). - Hands-on expertise with the Zoho One ecosystem (CRM, Creator, Flow, Campaigns, Desk) or Salesforce Service Cloud. - Strong understanding of CRM automation, campaigns, workflows, and API integrations. - Experience integrating communication channels via providers (e.g., Twilio, Kaleyra, Gupshup, Exotel). - Ability to translate real-world business workflows into scalable CRM modules. - Strong analytical thinking, process design, and documentation skills. Nice-to-Have - Knowledge of data privacy and security best practices. - Exposure to AI, chatbot, or automation integrations. Qualifications - Bachelor's degree in Engineering, Computer Science, Information Systems, or equivalent practical experience. - 5 to 8 years of experience in CRM implementation or process automation projects. What Success Looks Like - A fully functional CRM platform deployed within 68 weeks. - Core features operational: contact management, multi-channel communication, interaction history, campaign management, and engagement tracking. - Configured dashboards and automations delivering measurable efficiency gains. - Modular foundation ready for future features and integrations. Why Join - Be part of an innovation initiative building next-generation engagement systems. - Work at the intersection of technology, process design, and automation. - Build a scalable platform that lays the foundation for future digital transformation initiatives.