Lead - Business Systems Services

We are looking for a hands-on Specialist, Business Systems with a strong techno-functional background to support and enhance our Customer Experience (CX) and CRM application landscape. The ideal candidate should be equally comfortable configuring business applications, troubleshooting complex issues, and working with APIs, integrations, automation, and AI-assisted solutions to deliver scalable business outcomes.

Key Responsibilities:

• Configure, administer, and enhance enterprise applications such as Salesforce, Freshdesk, ChurnZero, Mavenlink, and other CX platforms.
• Serve as the technical escalation point for complex application and integration issues.
• Partner with business stakeholders to understand requirements and translate them into scalable technical solutions.
• Build and maintain integrations using REST APIs and lightweight scripting (Python preferred).
• Design and implement automation using low-code/no-code capabilities, platform-native tools, and AI-powered workflows where appropriate.
• Leverage Generative AI tools (e.g., Claude, ChatGPT, Microsoft Copilot, Gemini) to accelerate solution design, documentation, scripting, troubleshooting, knowledge management, and process optimization.
• Evaluate, prototype, and implement AI capabilities within enterprise platforms, including AI assistants, intelligent workflows, summarization, case management, and productivity enhancements.
• Manage release cycles, deployments, and sandbox refreshes following best practices.
• Monitor application health, integrations, automation, and AI-driven workflows to ensure reliability and performance.
• Evaluate new platform features, AI innovations, and emerging technologies, recommending opportunities for adoption and continuous improvement.
• Identify and drive improvements across workflows, automations, integrations, and AI-enabled business processes.
• Document solution designs, configurations, integrations, AI use cases, and technical implementations.