CX Systems Architect (CRM Administrator)
The Mission
We are seeking a CX Systems Architect to serve as the strategic bridge between high-level business goals and technical execution. In this role, you aren’t just managing settings; you are designing the digital blueprint for the modern customer experience. You will lead the design, configuration, and optimization of CRM environments (primarily Zendesk) to ensure they are intuitive, scalable, and high-performing.
The ideal candidate is a "Front-End Power User"—a systems thinker who can take a partner’s fragmented business process and translate it into a sleek, automated workflow. You are the bilingual expert who speaks "Customer Success" to stakeholders and "Logic & Requirements" to Product/Dev teams.
Key Responsibilities
● Solution Architecture: Lead discovery sessions with partners to map customer journeys and translate complex needs into functional CRM configurations.
● System Design & UI: Own the "agent and customer experience." You will configure intuitive interfaces and deploy user-friendly self-service tools, including Help Centers and Chatbots.
● Workflow Automation: Build and refine the engine of the CX operation. You will architect the business logic—triggers, automations, and macro libraries—to eliminate manual friction.
● Strategic Liaison: 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.
● Process Optimization: Serve as a consultant for our partners, identifying operational "leaks" and proposing architectural improvements that drive measurable ROI.
● Data Storytelling: Design sophisticated dashboards (Zendesk Explore, Looker Studio) that turn raw data into actionable insights for executive leadership.
Required Skills & Abilities
● CRM Mastery: Advanced experience configuring the administrative front-end of major CX platforms (Zendesk, Salesforce, or HubSpot).
● Systems Thinking: A holistic mindset with the ability to visualize how a single workflow adjustment impacts the entire customer lifecycle.
● Business Analysis: Expert-level process mapping and requirement gathering. You know how to dig past symptoms to solve the "root" problem.
● Technical Translation: Exceptional communication skills, with the ability to demystify technical concepts for non-technical stakeholders and vice-versa.
● Project Leadership: A proven track record of leading complex implementations or large-scale system migrations from inception to go-live.
● Low-Code/No-Code Proficiency: Comfort utilizing logic-based builders such as Zendesk Guide, Salesforce Flow, or Zapier to create custom integrations.
Education & Experience
• 3–5+ Years in a CRM Administration, CX Project Management, or Implementation Consulting role.
• The "Bridge" Factor: Proven experience collaborating with Product or Engineering teams to influence the technical roadmap of a CX ecosystem.
• Platform Agnostic: While we primarily use Zendesk, we value your ability to architect a solution over your knowledge of a specific button.
Why This Role?
You won't just be maintaining a system; you will be building the infrastructure that defines how brands and customers connect. If you love clean logic, elegant workflows, and seeing your designs come to life in real-time, this is your seat at the table.
What We Do
Horatio is a tech-enabled customer support outsourcing firm providing customer experience services, including customer service, back office support, and tech support, to help brands scale without compromising quality.
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