CRM Manager - Infinium Associates

Manager – CRM, Service Desk & Dialer Implementation (6–10 years) – Gurgaon (onsite)

We are seeking a hands-on technical specialist to configure, customise, and implement LeadSquared CRM and Service Desk, and to deploy enterprise dialer solutions with a primary focus on integrating these platforms and automating end-to-end business workflows. This is a practitioner role where you will personally own configuration, API integrations, and process automation.

Key Responsibilities

• Own all integrations across LeadSquared CRM, Service Desk, dialer, and downstream systems using REST APIs, webhooks, and middleware.

• Design and build automated workflows that connect lead capture, CRM triggers, dialer campaigns, ticketing, and messaging into seamless end-to-end processes.

• Configure and customise LeadSquared entities, fields, forms, workflows, lead scoring, smart views, and reports to match business processes.

• Implement Service Desk ticket categories, SLA rules, escalation matrices, auto-assignment, and customer portals integrated with CRM records.

• Implement and configure enterprise dialers including dial plans, pacing, routing, IVR, and dispositions.

Required Skills & Experience

• 6–10 years in CRM implementation, integration, or sales technology roles.

• Strong experience integrating CRM, telephony, and SaaS platforms and automating workflows via APIs, webhooks, and middleware.

• At least 3 full-cycle LeadSquared implementations including customisation, API integration, and go-live.

• Hands-on experience implementing and managing dialer solutions in a high-volume outbound or blended environment.

• Proficiency with REST APIs, JSON, webhooks, Postman, and working knowledge of SQL.