Position Details

Type Not Specified

Experience mid

Exp. Years 7+ years

Education BE/BTech / MTech / MSc / MCA or equivalent; Post-graduation preferred

Category ERP & CRM Systems

About this role

OS Technical Consultant will design and implement CRM solutions for clients, focusing on contact centre infrastructure and CRM analytics, while leading sizable teams and ensuring effective client-facing delivery.

Key Responsibilities

CRM solutions implementation for clients
On-board and manage CRM analytics for contact centres
Lead CRM analytics team and monitor KPIs
Collaborate with cross-functional teams to deliver solutions
Ensure effective client communication and solution design

Technical Overview

Hands-on CRM solutions implementations leveraging opensource CRM platforms, with emphasis on contact centre infrastructure, CRM analytics, and cross-functional collaboration; strong emphasis on design thinking and process improvements.

Ideal Candidate

The ideal candidate is an experienced CRM consultant with 7+ years in CRM solutions and contact centre infrastructure, proven team leadership for 20+ people, and strong client-facing communication skills in English and Hindi.

Must-Have Skills

7+ years in Opensource / CRM Solutions and Contact Centre Infrastructure implementation2+ years leading a team of >20 in CRM SolutionCRM Analytics and service supportExcellent verbal and written communication in EnglishFluency in Hindi

Nice-to-Have Skills

Cross-Functional TeamworkCustomer Centric SolutionsGrowth MindsetProcess ImprovementsIaaSRelationship Building

Tools & Platforms

Opensource CRM SolutionsCRM Analytics

Required Skills

Opensource / CRM SolutionsCRM SolutionsCRM AnalyticsContact Centre InfrastructureCRM ImplementationTeam LeadershipCustomer facingCross-Functional TeamworkDesign ThinkingProcess ImprovementsInfrastructure as a ServiceEnglishHindi

Hard Skills

Soft Skills

AccountabilityActive LearningActive ListeningBiasBusiness GrowthClient Expectations ManagementCoachingCreativityCritical ThinkingCross-Functional TeamworkEmpathyFollow-ThroughGrowth MindsetTeamwork

Industry & Role

Industry Consulting

Job Function Lead CRM solutions implementation and analytics for contact centres with team leadership

Role Subtype CRM Consultant

Tech Domains CRM Solutions, Contact Centre Infrastructure, CRM Analytics, Opensource / CRM Solutions, ITSM / ServiceNow

Keywords for Your Resume

OS Technical ConsultantCRM SolutionsContact Centre InfrastructureCRM AnalyticsSolution ArchitectIncident ManagementChange ManagementProblem ManagementOpensource / CRM SolutionsCRM ImplementationCRM Analytics personnelContact Centre Service ProvidersCRM Solutions implementationTeam LeadershipCustomer facingEnglishHindi

Deal Breakers

Lack of CRM implementation experience, No experience leading CRM analytics teams, Poor English or Hindi communication

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