Job Description
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
