SaaS & CRM Implementation Specialist (Contact Center & AI)
Data Science Analytics & Machine Learning
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Job Description
NEOLYTIX
SaaS & CRM Implementation Specialist (Contact Center & AI)DEPARTMENT
Itexperience
2–4+ YearsLOCATION
Gurugram (Hybrid)TYPE
Full-Time
About The Role
Neolytix is looking for a SaaS & CRM Implementation Specialist with hands-on experience deploying and managing Customer Service Management platforms (e.g., Zendesk, Intercom, Kustomer) and Contact Center solutions (e.g., Dialpad, 8x8, Five9).
This role covers end-to-end implementation, system administration, and optimisation of SaaS-based customer support platforms, including AI-driven features such as chatbots, automation workflows, AI Scorecards, and intelligent routing. Youll work closely with IT, Customer Support, and Operations teams to ensure smooth integration, high system performance, and continuous enhancement.
Key Responsibilities
SaaS / CRM Implementation & Configuration
- Lead the setup, customisation, and integration of CRM and Contact Center software to meet business needs
- Configure user roles, permissions, workflows, and automation rules
- Collaborate with stakeholders to define and document system requirements and processes
- Manage user access and permissions — add, remove, and maintain configurations
- Administer Dialpad, 8x8, Five9, or similar VoIP/contact center platforms, ensuring high availability and reliability
- Set up call routing logic, IVR menus, and AI-enabled features for efficient customer interactions
- Monitor and troubleshoot call quality, network connectivity, and system performance
- Manage user access and configurations for the contact center platform
- Implement AI-powered functionality (e.g., chatbots, predictive routing, sentiment analysis) with vendors or internal data teams
- Assist in training and fine-tuning AI models to improve accuracy and user experience
- Continuously evaluate and optimise AI tools to enhance automation and efficiency
- Coordinate with software vendors for system updates, patches, and feature enhancements
- Perform routine system audits to ensure data security, integrity, and compliance
- Identify and resolve system performance issues to ensure uninterrupted service
- Provide Tier 2/3 technical support, troubleshooting system issues and performing root-cause analysis
- Conduct training sessions and create documentation for end-users
- Gather user feedback to improve workflows and system usability
- Generate and analyse reports on system metrics (e.g., ticket volume, call quality, AI bot performance)
- Identify areas for optimisation to improve KPIs such as resolution time and customer satisfaction
- Work with management to align system configurations with business objectives
Must-Have
- Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- 2–4+ years in a Systems Administrator, Implementation Specialist, or similar role focused on CRM and/or contact center platforms
- Proven experience administering SaaS-based CRM platforms (Zendesk, Intercom, Kustomer, Salesforce, or similar)
- Hands-on experience with contact center software (Dialpad, Five9, Avaya, 8x8, or similar), including VoIP configuration and call routing
- Experience with APIs, data migrations, and third-party integrations
- Proven track record of end-to-end SaaS implementations
- Strong analytical, problem-solving, and troubleshooting abilities
- Excellent written and verbal communication for user training and cross-team collaboration
- Ability to manage multiple projects and priorities in a fast-paced environment
- Proactive, detail-oriented, and passionate about continuous improvement
- Familiarity with AI/ML-driven tools, chatbots, or automation features
- Proficiency in scripting or basic coding (e.g., Python, JavaScript) for integrations and workflow automation
Innovative Environment
- Work on cutting-edge SaaS and AI technologies.Career Growth
- Hands-on experience in large-scale SaaS implementations and AI-driven workflows.Collaborative Team
- A talented, supportive team with a genuine knowledge-sharing culture.Competitive Rewards
- Market-leading salary, performance bonuses, and comprehensive benefits.
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Skills
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