CCaaS / CRM Administrator

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The CCaaS/CRM Administrator coordinates technical CRM implementations, organizes engineering teams, manages project timelines, and ensures seamless system deployments across multiple clients.

This role collaborates with leadership and project teams to provide logistical guidance, delivering innovative solutions in a fast-paced environment.

As a CCaaS / CRM Administrator, You Will…

• Direct CRM implementations and optimization projects (e.g., Salesforce, Zendesk), providing the technical specialists with the necessary parameters to achieve timeline and operational milestones.
• Structure and schedule workstreams, translating high-level business objectives into detailed project tasks and timelines for the engineering team.
• Coordinate AI automation tool rollouts, including chatbots and self-service portals, by ensuring timely completion of tasks and milestones according to client schedules.
• Act as logistical liaison, facilitating clear communication between client stakeholders and the execution team to resolve blockers and maintain project momentum.

As a CCaaS / CRM Administrator, You Need…

• Bachelor's degree in a relevant field (e.g., Information Technology, Business Administration) or equivalent practical experience.
• Work experience at a level commensurate with the position of 5 or more years.
• Strong understanding of one or more leading CRM and/or CCaaS omnichannel platform principles and best practices.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional communication, presentation, and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
• Ability to manage multiple projects simultaneously and work effectively in a fast-paced environment.
• Strong client management and relationship-building skills.
• Ability to effectively collaborate with and guide technical implementation teams.
• Competence with requirements identification, discovery process, and translating business needs into technical solutions.
• Familiarity with the operating parameters of relevant CRM and CCaaS platforms.
• Hands-on experience with implementation projects.
• Skilled in technology, coupled with business acumen to deliver complex solutions.
• Awareness of AI and machine learning concepts as applied to customer experience.
• Experience working in an agile project management environment.
• Knowledge of contact center analytics and reporting tools.
• Experience working in a team capacity on multiple projects in a rapidly changing environment.
• Practiced in directly interacting with clients with minimal oversight.
• Exceptional analytical and problem-solving skills.
• Strong management and support skills, specifically able to work with end users to identify and resolve business issues innovatively.