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.

Responsibilities

• Lead discovery sessions with partners to map customer journeys and translate complex needs into functional CRM configurations
• Own the 'agent and customer experience.' You will configure intuitive interfaces and deploy user-friendly self-service tools, including Help Centers and Chatbots
• Build and refine the engine of the CX operation. You will architect the business logic—triggers, automations, and macro libraries—to eliminate manual friction
• 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
• Serve as a consultant for our partners, identifying operational 'leaks' and proposing architectural improvements that drive measurable ROI
• Design sophisticated dashboards (Zendesk Explore, Looker Studio) that turn raw data into actionable insights for executive leadership

Skills

• Advanced 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 lifecycle
• Expert-level process mapping and requirement gathering. You know how to dig past symptoms to solve the 'root' problem
• Exceptional communication skills, with the ability to demystify technical concepts for non-technical stakeholders and vice-versa
• A proven track record of leading complex implementations or large-scale system migrations from inception to go-live
• Comfort utilizing logic-based builders such as Zendesk Guide, Salesforce Flow, or Zapier to create custom integrations
• 3–5+ Years in a CRM Administration, CX Project Management, or Implementation Consulting role
• Proven experience collaborating with Product or Engineering teams to influence the technical roadmap of a CX ecosystem
• While we primarily use Zendesk, we value your ability to architect a solution over your knowledge of a specific button

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