About the role

Manager – CRM, Service Desk & Dialer Implementation

Experience:	6–10 years
Location:	Gurgaon
Department:	Technology / CRM & Digital Operations

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).

Education

B.Tech / B.E. / BCA / MCA or equivalent technical degree preferred. Candidates with a strong hands-on integration and implementation track record are encouraged to apply regardless of formal qualification.

CRM Servicedesk