Senior Zoho CRM Expert; AI, Integrations, Customization & BAU

Position: Senior Zoho CRM Expert (AI, Integrations, Customization & BAU Support)
Location: Bengaluru

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 experienced Senior 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 a technical 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 / Mule Soft / 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 (Mule Soft / 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