Technical and Implementation Lead (CRM & GenAI CX Solutions)

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 Node.js , 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 Node.js, 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

Domain Expertise :

Preferred Qualifications

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Skills Required

React, Databases, Apis, Php, Node.js