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

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

Experience:

8–10 Years

Job Type:

Full-time

Location:

Remote / Hybrid / On-site (as applicable)

Job Summary:

We are looking for a highly experiencedSenior 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.

The ideal candidate will act as atechnical lead and solution architect , ensuring the CRM ecosystem is robust, scalable, and aligned with business goals.

Key Responsibilities:

CRM Design & Customization

• Lead end-to-end Zoho CRM architecture, design, and implementation
• Customize CRM modules, layouts, workflows, blueprints, and validation rules
• Develop advanced automation using Zoho Deluge scripting
• Optimize CRM data model, performance, and governance

Integration & APIs

• Design and implement REST API integrations with internal and external systems
• Work with webhooks, OAuth authentication, and middleware tools
• Integrate CRM with ERP, marketing, billing, and third-party platforms
• Ensure secure, scalable, and reliable data exchange between systems

BAU Support (L2/L3)

• Provide production support, incident management, and root cause analysis
• Resolve complex CRM issues and implement permanent fixes
• Handle data corrections, system monitoring, and ongoing enhancements

AI-Driven CRM Enhancements

• Implement AI-based CRM use cases such as:
• Lead scoring and opportunity prediction
• Sales forecasting and insights
• Workflow automation using AI
• Integrate Generative AI tools (e.g., OpenAI / Azure OpenAI) into CRM workflows
• Explore chatbot and intelligent assistant integrations

Stakeholder & Delivery Management

• Collaborate with business teams for requirement gathering and solution design
• Translate business needs into scalable CRM + AI solutions
• Mentor junior CRM developers/support resources (if applicable)
• Maintain technical documentation and solution architecture

Technology Stack:

Zoho Ecosystem

• Zoho CRM (advanced customization)
• Zoho Deluge scripting
• Zoho Creator, Zoho Flow, Zoho Analytics (preferred)
• Zoho Books / Desk / SalesIQ (integration exposure)

Integration Technologies

• REST APIs (JSON/XML)
• Webhooks, OAuth 2.0
• Postman for API testing
• Middleware tools (Zoho Flow / MuleSoft / Boomi – preferred)

AI & Data Technologies

• OpenAI / Azure OpenAI / Google AI (integration experience preferred)
• Prompt engineering for CRM automation
• Predictive analytics concepts (lead scoring, forecasting)
• Basic SQL and data handling
• Power BI / Zoho Analytics (reporting)

Supporting Skills

• JavaScript (nice to have)
• JSON, API debugging
• Git/version control (optional)
• SaaS/cloud CRM architecture understanding

Required Skills:

• 8–10 years of hands-on experience in Zoho CRM
• Strong expertise in CRM customization and Deluge scripting
• Proven experience in API integration and system design
• Strong experience in BAU / production support (L2/L3)
• Exposure to AI-driven CRM solutions or integrations
• Strong debugging, troubleshooting, and performance optimization skills

Preferred Skills:

• Experience across Zoho ecosystem applications
• Exposure to enterprise integration platforms (MuleSoft / Boomi)
• Experience in CRM transformation or modernization projects
• Knowledge of analytics tools (Power BI / Zoho Analytics)
• Experience working in Agile environments

Soft Skills:

• Strong stakeholder management and communication skills
• Ability to design end-to-end solutions independently
• Analytical and problem-solving mindset
• Ownership of production systems and incidents
• Ability to translate business needs into technical solutions