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.