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Job Description – Technical and Implementation Lead (CRM & GenAI CX Solutions) Location: Gurgaon (Onsite) Position Overview We are looking for aTechnical Leadwith strong hands-on experience in CRM ticketing systems, dialer integrations, and client implementations. The ideal candidate should come from thecontact center industry , have proven coding experience, and be capable of managing both technology and people. This role requires deep technical expertise inPHP, React, and Node.js , along with practical exposure toLMS (Lead Management Systems) ,Agent Assist tools ,chatbots , anddata analytics/reporting . Key Responsibilities CRM & Ticketing System Understand, configure, and customize CRM ticketing workflows. Manage end-to-end implementation of client requirements. Troubleshoot technical and process-related issues. Dialer Integration Implement and manage dialer integrations with CRM. Optimize dialer workflows to improve agent productivity. Technical Development Hands-on coding inNode.js, PHP, and Reactfor CRM customizations and integrations. Develop and enhanceLMS modules ,Agent Assist solutions , andchatbots . Build and maintaindata analytics dashboardsandreportsfor business insights. Client & Team Management Act as a bridge between clients and internal teams to deliver technical solutions. Manage a small team of developers/analysts, ensuring timely delivery. Conduct requirement gathering, feasibility analysis, and solution design discussions. Innovation & Best Practices Recommend process improvements for customer support workflows. Stay updated with industry trends in CRM, AI-driven customer support, and automation. Required Skills & Experience Technical Skills: Strong knowledge ofNode.js, PHP, and React.js Experience withCRM ticketing systemsanddialer integrations . Knowledge ofdatabasesandAPIsfor integration. Exposure toLMS (lead management systems) , chatbots, and data analytics. Domain Expertise: Minimum 5+ years in thecontact center industry . Experience inclient requirement gathering and implementation . Knowledge ofcontact center workflows, SLAs, and reporting metrics . Soft Skills: Strong problem-solving and analytical mindset. Excellent communication and client-facing skills. Team leadership and mentoring experience. Preferred Qualifications BE, MCA or equivalent qualification Prior experience developingAgent Assist toolsandchatbots . Hands-on exposure toAI-driven analytics/reportingin contact centers. Experience in managingend-to-end implementation projectsin CRM/dialer ecosystem