SaaS & CRM Implementation Specialist (Contact Center & AI)

Job Title: SaaS & CRM Implementation Specialist (Contact Center & AI) Location: Gurugram - Hybrid Employment Type: Full-Time About the Role We are looking for a SaaS & CRM Implementation Specialist with hands-on experience in deploying and managing Customer Service Management platforms (e.g., Zendesk, Intercom, Kustomer) and Contact Center solutions (e.g., Dialpad, 8x8, Five9).

This role involves end-to-end implementation, system administration, and optimization of SaaS-based customer support platforms, including AI-driven features like chatbots, automation workflows, AI Scorecards, and intelligent routing .

You will work closely with IT, Customer Support, and Operations teams to ensure smooth integration, high system performance, and continuous enhancements.

Key Responsibilities 1.

SaaS/CRM Implementation & Configuration Lead the setup, customization, and integration of CRM and Contact Center software to meet business needs.