Manager- CRM, Service Desk & Dialer 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 Integration & Workflow Automation (Primary Focus) • 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 CRM–dialer 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. LeadSquared CRM & Service Desk Implementation • 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. Dialer Implementation & Management • 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. Operations & Support • 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. Must-Have Skills & Experience • 6–10 years in CRM implementation, integration, or sales technology roles. • Strong, demonstrable experience integrating CRM, telephony, and SaaS platforms and automating workflows via APIs, webhooks, and middleware. • At least 3 full-cycle LeadSquared implementations including customisation, API integration, and go-live. • Hands-on experience implementing and managing dialer solutions in a high-volume outbound or blended environment. • Proficiency with REST APIs, JSON, webhooks, and tools such as Postman; working knowledge of SQL. • Ability to write or review scripts (Python / JavaScript) for automation and integration. • Experience with iPaaS tools (Zapier, Make) and cloud/SaaS architecture. • Understanding of TRAI / DND compliance and call data-handling norms in India. Good-to-Have / Plus • Experience with other CRMs (Salesforce, HubSpot, Zoho) for cross-platform integration. • WhatsApp Business API, SMS gateways, and omnichannel communication platforms. • BFSI digital operations, lead lifecycle management, or marketing automation exposure. • LeadSquared certification; BI/reporting tools (Power BI, Tableau).