Manager – CRM, Service Desk & Dialer Implementation (6–10 years) – Gurgaon (onsite)
We are seeking a hands-on technical specialist to configure, customise, and implement LeadSquared CRM and Service Desk, and to deploy enterprise dialer solutions with a primary focus on integrating these platforms and automating end-to-end business workflows. This is a practitioner role where you will personally own configuration, API integrations, and process automation.
Key Responsibilities
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 into seamless end-to-end processes.
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.
Implement and configure enterprise dialers including dial plans, pacing, routing, IVR, and dispositions.
Required Skills & Experience
6–10 years in CRM implementation, integration, or sales technology roles.
Strong 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, Postman, and working knowledge of SQL.