Technical and Implementation Lead (CRM & GenAI CX Solutions)

Location: Gurgaon (Onsite)

Position Overview

Technical Lead

PHP, React, and Node.js

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

• Technical Skills:

• Strong knowledge of

  Node.js, PHP, and React.js

• 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