Manager - CRM Implementation

Role Overview :

A hands-on technical specialist to configure, customise, and implement LeadSquared CRM and Service Desk, and to deploy enterprise dialer solutions with primary focus on integrating these platforms and automating end-to-end business workflows.

This is a practitioner role: the incumbent personally owns configuration, API integrations, and process automation, not just delivery oversight.

Key Responsibilities :

- Own all integrations across LeadSquared CRM, Service Desk, dialer, and downstream systems using REST APIs, webhooks, and middleware.

- Design and build automated workflows that connect lead capture, CRM triggers, dialer campaigns, ticketing, and messaging (WhatsApp, SMS, email) into seamless end-to-end processes.

- Map business processes and translate them into automation rules, lead distribution logic, and event-driven triggers that eliminate manual hand-offs.

- Build real-time CRMdialer integration for call logging, lead status updates, callback scheduling, and agent activity sync.

- Implement iPaaS / scripting-based automations (Zapier, Make, or custom code) to connect SaaS tools and orchestrate cross-platform data flows.

- Continuously identify and automate repetitive operational tasks to improve productivity and data accuracy.

- Configure and customise LeadSquared entities, fields, forms, workflows, lead scoring, smart views, and reports to match business processes.

- Implement Service Desk: ticket categories, SLA rules, escalation matrices, auto-assignment, and customer portals integrated with CRM records.

- Manage role-based access, data visibility, deduplication, bulk imports, and overall CRM data hygiene.

- Gather requirements from business teams and own configuration, testing, documentation, and go-live.

- Implement and configure enterprise dialers (Exotel, Ozonetel, AMEYO, C-Zentrix, Knowlarity or similar) dial plans, pacing, routing, IVR, and dispositions.

- Set up CTI integration (softphone, click-to-call, screen pop) and integrate dialer telephony tightly with CRM workflows.

- Configure call recording, quality monitoring, DND scrubbing, and TRAI compliance; troubleshoot call-quality and integration issues with vendors.

- Manage vendor relationships across LeadSquared, dialer, and telecom partners; ensure uptime, monitoring, and incident response.

- Maintain integration specs, configuration guides, and SOPs; train business users and operations staff.

(ref:hirist.tech)