Senior Zoho CRM Expert (AI, Integrations, Customization & BAU Support)

Job Title: Senior Zoho CRM Expert (AI, Integrations, Customization & BAU Support)\nExperience:\n8–10 Years\nJob Type:\nFull-time\nLocation:\nRemote / Hybrid / On-site (as applicable)\nJob Summary:\nWe are looking for a highly experienced Senior Zoho CRM Expert to lead CRM architecture, customization, integrations, and AI-enabled enhancements. The role involves designing scalable CRM solutions, managing complex API integrations, supporting BAU operations, and driving intelligent automation using AI technologies.\nThe ideal candidate will act as a technical lead and solution architect , ensuring the CRM ecosystem is robust, scalable, and aligned with business goals.\nKey Responsibilities:\nCRM Design & Customization\nLead end-to-end Zoho CRM architecture, design, and implementation\nCustomize CRM modules, layouts, workflows, blueprints, and validation rules\nDevelop advanced automation using Zoho Deluge scripting\nOptimize CRM data model, performance, and governance\nIntegration & APIs\nDesign and implement REST API integrations with internal and external systems\nWork with webhooks, OAuth authentication, and middleware tools\nIntegrate CRM with ERP, marketing, billing, and third-party platforms\nEnsure secure, scalable, and reliable data exchange between systems\nBAU Support (L2/L3)\nProvide production support, incident management, and root cause analysis\nResolve complex CRM issues and implement permanent fixes\nHandle data corrections, system monitoring, and ongoing enhancements\nAI-Driven CRM Enhancements\nImplement AI-based CRM use cases such as:\nLead scoring and opportunity prediction\nSales forecasting and insights\nWorkflow automation using AI\nIntegrate Generative AI tools (e.g., OpenAI / Azure OpenAI) into CRM workflows\nExplore chatbot and intelligent assistant integrations\nStakeholder & Delivery Management\nCollaborate with business teams for requirement gathering and solution design\nTranslate business needs into scalable CRM + AI solutions\nMentor junior CRM developers/support resources (if applicable)\nMaintain technical documentation and solution architecture\nTechnology Stack:\nZoho Ecosystem\nZoho CRM (advanced customization)\nZoho Deluge scripting\nZoho Creator, Zoho Flow, Zoho Analytics (preferred)\nZoho Books / Desk / SalesIQ (integration exposure)\nIntegration Technologies\nREST APIs (JSON/XML)\nWebhooks, OAuth 2.0\nPostman for API testing\nMiddleware tools (Zoho Flow / MuleSoft / Boomi – preferred)\nAI & Data Technologies\nOpenAI / Azure OpenAI / Google AI (integration experience preferred)\nPrompt engineering for CRM automation\nPredictive analytics concepts (lead scoring, forecasting)\nBasic SQL and data handling\nPower BI / Zoho Analytics (reporting)\nSupporting Skills\nJavaScript (nice to have)\nJSON, API debugging\nGit/version control (optional)\nSaaS/cloud CRM architecture understanding\nRequired Skills:\n8–10 years of hands-on experience in Zoho CRM\nStrong expertise in CRM customization and Deluge scripting\nProven experience in API integration and system design\nStrong experience in BAU / production support (L2/L3)\nExposure to AI-driven CRM solutions or integrations\nStrong debugging, troubleshooting, and performance optimization skills\nPreferred Skills:\nExperience across Zoho ecosystem applications\nExposure to enterprise integration platforms (MuleSoft / Boomi)\nExperience in CRM transformation or modernization projects\nKnowledge of analytics tools (Power BI / Zoho Analytics)\nExperience working in Agile environments\nSoft Skills:\nStrong stakeholder management and communication skills\nAbility to design end-to-end solutions independently\nAnalytical and problem-solving mindset\nOwnership of production systems and incidents\nAbility to translate business needs into technical solutions