[Remote] CX Systems Architect (CRM Administrator) - Remote

Note: The job is a remote job and is open to candidates in USA. Horatio is looking for a CX Systems Architect to bridge high-level business goals with technical execution. In this role, you will design and optimize CRM environments primarily using Zendesk, ensuring they are intuitive and scalable while acting as a liaison between Operations, Product, and Engineering.ResponsibilitiesLead discovery sessions with partners to map customer journeys and translate complex needs into functional CRM configurationsOwn the 'agent and customer experience.' You will configure intuitive interfaces and deploy user-friendly self-service tools, including Help Centers and ChatbotsBuild and refine the engine of the CX operation. You will architect the business logic—triggers, automations, and macro libraries—to eliminate manual frictionAct as the vital link between Operations, Product, and Engineering. You define the what and the why, providing the technical specifications required for custom developmentServe as a consultant for our partners, identifying operational 'leaks' and proposing architectural improvements that drive measurable ROIDesign sophisticated dashboards (Zendesk Explore, Looker Studio) that turn raw data into actionable insights for executive leadershipSkillsAdvanced experience configuring the administrative front-end of major CX platforms (Zendesk, Salesforce, or HubSpot)A holistic mindset with the ability to visualize how a single workflow adjustment impacts the entire customer lifecycleExpert-level process mapping and requirement gathering. You know how to dig past symptoms to solve the 'root' problemExceptional communication skills, with the ability to demystify technical concepts for non-technical stakeholders and vice-versaA proven track record of leading complex implementations or large-scale system migrations from inception to go-liveComfort utilizing logic-based builders such as Zendesk Guide, Salesforce Flow, or Zapier to create custom integrations3–5+ Years in a CRM Administration, CX Project Management, or Implementation Consulting roleProven experience collaborating with Product or Engineering teams to influence the technical roadmap of a CX ecosystemWhile we primarily use Zendesk, we value your ability to architect a solution over your knowledge of a specific buttonCompany OverviewHoratio is a next-generation and tech-enabled customer support outsourcing firm aimed at providing a reliable and trusted handpicked team to allow businesses to “do what they do best and Hire Horatio for the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provides a dedicated handpicked team to execute. It was founded in 2018, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is http://hirehoratio.com/.