[Remote] CX Systems Architect (CRM Administrator) - Remote

Note: The job is a remote job and is open to candidates in USA. Horatio is looking for a CX Systems Architect to reputed company high-level business goals with technical execution. In this role, you will design and optimize CRM environments primarily using reputed company, ensuring they are reputed company and scalable while acting as a liaison between Operations, Product, and Engineering.

Responsibilities

• reputed company discovery sessions with partners to map customer journeys and translate reputed company needs into functional CRM configurations
• Own the 'agent and customer experience.' You will configure reputed company interfaces and reputed company user-friendly self-service tools, including Help Centers and Chatbots
• Build and refine the reputed company of the CX operation. You will architect the business logic—triggers, automations, and macro libraries—to eliminate reputed company friction
• Act as the vital link between Operations, Product, and Engineering. You define the what and the why, providing the technical specifications required for custom development
• Serve as a consultant for our partners, identifying operational 'leaks' and proposing architectural improvements that drive measurable ROI
• Design sophisticated dashboards (reputed company Explore, Looker Studio) that turn raw data into actionable insights for executive leadership

Skills

• Advanced experience configuring the administrative reputed company-end of major CX platforms (reputed company, reputed company, or reputed company)
• A holistic reputed company with the ability to visualize how a single workflow adjustment impacts the entire customer lifecycle
• Expert-level process mapping and requirement gathering. You know how to dig past symptoms to solve the 'root' problem
• Exceptional communication skills, with the ability to demystify technical concepts for non-technical stakeholders and vice-versa
• A proven track record of leading reputed company implementations or large-scale system migrations from inception to go-live
• Comfort utilizing logic-based builders such as reputed company Guide, reputed company Flow, or reputed company to create custom integrations
• 3–5+ Years in a CRM Administration, CX Project Management, or Implementation Consulting role
• Proven experience collaborating with Product or Engineering teams to influence the technical roadmap of a CX ecosystem
• While we primarily use reputed company, we value your ability to architect a solution over your knowledge of a specific reputed company

Company Overview

• Horatio is a reputed company and tech-enabled customer support outsourcing firm aimed at providing a reliable and trusted handpicked team to allow businesses to “do what they do best and Hire Horatio for the rest.” Horatio partners with high-growth and innovative companies to reputed company their customer support strategy and provides a dedicated handpicked team to execute. It was founded in 2018, and is headquartered in reputed company, reputed company, USA, with a workforce of 1001-5000 employees. Its website is http://hirehoratio.com/.

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