PC- 1523 Senior Zoho CRM Developer

Location: Kochi, India; Hyderabad, India

Department: Software Development

Experience: 10+

• Design, configure, and customise Zoho CRM and Zoho Desk to deliver customer service platforms with AI-powered capabilities.
• Develop advanced Deluge scripts and custom functions to extend both platforms, automate complex business logic, and integrate with third-party systems.
• Build custom widgets and UI components using Deluge to enhance sales dashboards, customer portals, and support agent interfaces.
• Create sophisticated automation workflows combining Deluge scripting with pipeline management and customer support operations.
• Implement AI-powered capabilities using Zoho's AI offerings and external AI services.
• Manage data migrations, synchronisation, cleansing, deduplication, and governance activities.
• Integrate agent-based AI architectures and MCP (Model Context Protocol) servers with Deluge-powered custom logic for intelligent automation.
• Manage seamless data synchronisation and integrations between Zoho CRM, Zoho Desk, and external systems using Deluge APIs, webhooks, and custom connectors.

• Develop advanced Deluge scripts for custom automation, business logic, and complex workflows across Zoho CRM and Desk.
• Write clean, maintainable, well-documented Deluge code following best practices and coding standards.
• Build custom functions for lead scoring, deal management, ticket processing, routing logic, data transformations.
• Implement error handling, logging, and performance optimisation in Deluge scripts for production reliability.

• Design and develop custom widgets using Zoho Widget Framework and Deluge to enhance CRM and Desk interfaces.
• Build interactive sales dashboards, agent consoles, customer portals, and management views with custom widgets.
• Integrate widgets with AI models and data services to display AI-powered insights, recommendations, and analytics.
• Customise page layouts, views, and configurations across both platforms to align with business workflows.
• Design CRM Canvas experiences, widgets, kiosks, and forms that create efficient user journeys across CRM and support processes.

• Configure and manage Zoho CRM modules, fields, layouts, workflows, approvals, blueprints, assignment rules, notifications, views, page layouts, and pipeline workflows.
• Implement sales automation, lead management, deal tracking, and forecasting capabilities aligned with strategy.
• Design and optimise Zoho CRM dashboards and reports for team performance monitoring and pipeline visibility.
• Develop reports, dashboards, KPIs, analytical data models, and where required, SQL queries to support operational visibility and business decision-making.

• Configure and manage Zoho Desk modules, channels, workflows, and SLAs for multi-channel support operations.
• Implement email, chat, phone, social media, and portal integrations for seamless customer service.
• Design and optimise Zoho Desk dashboards for support team performance monitoring and KPI tracking.

• Implement AI capabilities in Zoho CRM: AI lead scoring, sales predictions, opportunity recommendations, and AI-assisted deal closure.
• Deploy AI features in Zoho Desk: AI-powered ticket routing, categorisation, sentiment analysis, and agent recommendations.
• Build AI chatbots and virtual agents for lead qualification, customer support, and self-service using Deluge logic.
• Explore and implement agent-based AI architectures, MCP servers, and AI orchestration frameworks across both platforms.

• Design and implement sophisticated automation rules, workflows, and SLAs using Deluge for complex sales and support logic.
• Build intelligent escalation logic, conditional routing, and AI-triggered workflows across CRM and Desk.
• Optimise Deluge scripts and workflows for performance, maintainability, and reliability.

• Design and implement seamless bi-directional synchronisation between Zoho CRM and Desk for unified customer view.
• Develop custom APIs, webhooks, and Deluge connectors to integrate with third-party systems and AI services.
• Connect Zoho applications with operational systems and external services, including API mapping, authentication, monitoring, and error handling.
• Ensure reliable, secure integrations with proper authentication, error handling, and performance optimisation.
• Maintain solution designs, configuration records, integration specifications, data dictionaries, and support runbooks to enable reliable delivery and operational support.

• Manage data quality, integrity, and migrations across Zoho CRM and Desk using Deluge data processing and ETL scripts.
• Perform data mapping, transformation, imports, record updates, deduplication, validation, profiling, reconciliation, cleansing, duplicate identification, and ongoing data quality rule implementation.
• Build data pipelines to feed AI models with quality sales and support data for insights, predictions, and recommendations.
• Monitor Zoho Desk and CRM performance, Deluge execution times, widget rendering, and system reliability.

• 10+ years of professional experience with Zoho CRM and/or Zoho Desk, including configuration, customisation, and implementation.
• Expert-level proficiency in Deluge scripting language with hands-on experience building complex business logic.
• Strong experience designing and developing custom widgets using Zoho Widget Framework and Deluge.
• Deep expertise in Zoho CRM configuration: modules, fields, workflows, automations, sales pipelines, and dashboards.
• Deep expertise in Zoho Desk configuration: automation rules, workflows, SLAs, multi-channel setup, and ticketing.
• Hands-on experience with Zoho AI capabilities: AI lead scoring, sales predictions, AI routing, sentiment analysis, chatbots.
• Solid understanding of REST APIs, webhooks, Deluge API calls, and system integration patterns.
• Proficiency with databases (SQL), data transformation, ETL concepts, and Deluge data processing functions.
• Experience with different integration platforms and building custom connectors.
• Knowledge of customer service operations, and support metrics (response time, SLA management).
• Strong problem-solving skills, attention to detail, code quality focus, and ability to work independently and in teams.
• Advanced Deluge expertise including meta-programming, reflection, and advanced data structure manipulation.
• Experience building reusable widget libraries and contributing to Zoho marketplace widget ecosystems.
• Hands-on experience implementing and optimising Zoho AI features across both CRM and Desk platforms.
• Experience with agent-based AI architectures, MCP (Model Context Protocol) servers, and Deluge-based AI orchestration.
• Experience with Zoho Creator or other Zoho low-code platforms for additional integration capabilities.
• Zoho certifications or equivalent credentials.
• Experience with HTML, CSS, SQL, Node.js, and JavaScript for advanced UI customisation, widget enhancement, integrations, and analytical query support.
• Familiarity with CRM best practices, sales operations, and omnichannel customer experience.

• Integrated CRM and Desk platforms deliver unified sales and customer service experiences with seamless data flow.
• Deluge-powered automation and custom widgets enhance sales dashboards and support interfaces with rich, intuitive UX.
• AI capabilities drive measurable improvements: higher sales conversion, improved forecast accuracy, better CSAT, reduced response times.
• Complex business logic in clean, maintainable Deluge code enables sales and support teams to focus on value-added activities.
• Integration ecosystem is mature, performant, and enables seamless data flow via Deluge connectors and APIs.
• AI-powered lead qualification, deal recommendations, customer support automation, and self-service reduce manual effort.
• You contribute to a high-performing technical team through knowledge sharing on Deluge best practices, widget development, and AI integration.