Customer Solutions Architect

Job Description: CRM Architect

Company: Expertvuw Management Pvt Ltd

Location: Dwarka, New Delhi (on-site/hybrid)

Reporting to: Founder

Employment type: Full-time

Role Summary

Expertvuw is moving its entire business — Sales, Operations, Finance, Legal/Documentation, HR, and Marketing — onto Zoho One as a single unified system. The CRM Architect owns this implementation end-to-end: starting with the Share Recovery CRM (Leads → Deals → Paid Client, Blueprint-enforced) as the live MVP, then extending the same architecture across every department in sequence.

This is an ownership role, not a configuration-ticket role. You are expected to understand the business process before you build it into the system, catch architectural conflicts before they go live, and make licensing/edition tradeoffs directly with the founder — not wait to be told exactly what to build.

Key Responsibilities

Core CRM (Phase 1 — Sales)

• Own the single-org, multi-LOB CRM architecture (Layouts, Pipelines, Profiles, Roles, Sharing Rules) across Share Recovery (B2C/NRI) and NBFC & Secretarial (B2B) — no siloed instances.
• Build and maintain Zoho Blueprints enforcing process discipline: mandatory fields at stage transitions, manager-only gates, checklist confirmations.
• Configure system-triggered stage changes via Zoho Sign and Zoho Books integrations, removing manual self-reporting of critical facts (agreement signed, payment received).
• Resolve CRM edition/tier requirements (Professional vs. Enterprise) against feature dependencies — Blueprint, webhooks, multi-layout, Portals.

Cross-Department Rollout (Phase 2+)

• Extend the architecture into Operations (Zoho Projects for case/matter tracking — currently untracked), Legal/Documentation (Zoho Contracts for engagement letters, POA, indemnity), Finance (Books), and eventually HR (People), Marketing (Forms, SalesIQ, Campaigns), and Analytics.
• Design associate/external professional access (CA/CS/lawyers) via Zoho Portals or Creator without full seat allocation.
• Sequence department rollout in phases — one layer stable before the next — and push back on scope creep that breaks that sequencing.
• Build integrations across CRM, Sign, Books, Smartflo (telephony), and WhatsApp Business API, using Zoho Flow where it avoids custom scripting.

Ongoing

• Maintain org-wide security baseline (SSO/MFA via OneAuth, password management via Vault) appropriate for a business handling client financial and KYC data.
• Design Zoho Analytics dashboards for Management, Sales, and Ops reporting once source modules are stable.
• Keep standard Zoho modules over custom modules wherever native integrations would otherwise break.
• Document every architectural decision so implementation knowledge stays with Expertvuw, independent of any single contractor.
• Review and validate configuration work done by freelance/contract execution resources against the architecture spec.

Required Skills & Experience

• 3+ years hands-on Zoho CRM implementation (Blueprint, workflow rules, modules, layouts, roles/profiles, sharing rules).
• Working knowledge of Deluge scripting and Zoho Flow for integrations and automation.
• Experience integrating Zoho CRM with Zoho Sign and Zoho Books (native or webhook/API).
• Solid understanding of Zoho One licensing tiers, All-Employee vs. Flexible User pricing, and feature-gating by edition.
• Experience with Zoho Portals or Creator for external/limited-access users.
• Ability to translate a business process into a system-enforced Blueprint without needing every technical detail spelled out.
• Comfortable owning a multi-department rollout roadmap, not just a single-module build.

Good to Have

• Zoho certification(s) (CRM Administrator, Creator, or similar).
• Experience in a compliance/advisory/financial services environment (NBFC, CA/CS firm, fintech, IEPF/share recovery).
• Experience with Zoho Projects, Contracts, and Analytics.
• Prior experience managing or reviewing a freelance/contract developer's output.

What Success Looks Like

• Share Recovery CRM live with zero manually self-reported critical milestones.
• Case/matter tracking (Ops) live, closing the current post-sale visibility gap.
• Architecture extends to NBFC/Secretarial and other LOBs without instance duplication or rework.
• Associate professionals have scoped CRM access without full seat cost.
• Founder relies on documented architecture, not on any one person, for continuity.

You can send your updated CV and a cover letter that defines why you're suitable for the role.

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