CX Systems Architect (CRM Administrator) - Remote

Horatio; Miami (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Horatio is seeking a CX Systems Architect to build the infrastructure defining customer connections. In this role, you will not just manage settings but design the modern customer experience. This includes leading the configuration and optimization of CRM environments, primarily Zendesk, and acting as a strategic liaison between operations and engineering.

The ideal candidate will have 3–5 years of CRM administration experience, exceptional communication skills, and proven project leadership. Join us to create elegant workflows and see your designs come to life!

Qualifications

• Advanced experience configuring the administrative front-end of major CX platforms.
• Ability to visualize how a single workflow adjustment impacts the entire customer lifecycle.
• Expert-level process mapping and requirement gathering.

Responsibilities

• Lead discovery sessions to map customer journeys and translate complex needs.
• Own the agent and customer experience; configure intuitive interfaces.
• Build and refine triggers, automations, and macro libraries.

Skills

CRM Mastery

Systems Thinking

Business Analysis

Technical Translation

Project Leadership

Low-Code/No-Code Proficiency

Education

3–5+ Years in CRM Administration, CX Project Management, or Implementation Consulting role

Tools

Zendesk

Salesforce

HubSpot

Job description

CX Systems Architect (CRM Administrator)

The Mission

We are seeking a CX Systems Architect to serve as the strategic bridge between high-level business goals and technical execution. In this role, you aren’t just managing settings; you are designing the digital blueprint for the modern customer experience. You will lead the design, configuration, and optimization of CRM environments (primarily Zendesk) to ensure they are intuitive, scalable, and high-performing.

Key Responsibilities

• Solution Architecture: Lead discovery sessions with partners to map customer journeys and translate complex needs into functional CRM configurations.
• System Design & UI: Own the agent and customer experience. Configure intuitive interfaces and deploy user-friendly self-service tools, including Help Centers and Chatbots.
• Workflow Automation: Build and refine the engine of the CX operation. Architect the business logic—triggers, automations, and macro libraries—to eliminate manual friction.
• Strategic Liaison: Act as the vital link between Operations, Product, and Engineering. Define the what and the why, providing the technical specifications required for custom development.
• Process Optimization: Serve as a consultant for partners, identifying operational leaks and proposing architectural improvements that drive measurable ROI.
• Data Storytelling: Design sophisticated dashboards (Zendesk Explore, Looker Studio) that turn raw data into actionable insights for executive leadership.

Required Skills & Abilities

• CRM Mastery: Advanced experience configuring the administrative front-end of major CX platforms (Zendesk, Salesforce, or HubSpot).
• Systems Thinking: A holistic mindset with the ability to visualize how a single workflow adjustment impacts the entire customer lifecycle.
• Business Analysis: Expert-level process mapping and requirement gathering. Know how to dig past symptoms to solve the root problem.
• Technical Translation: Exceptional communication skills, with the ability to demystify technical concepts for non-technical stakeholders and vice-versa.
• Project Leadership: Proven track record of leading complex implementations or large-scale system migrations from inception to go-live.
• Low-Code/No-Code Proficiency: Comfort utilizing logic-based builders such as Zendesk Guide, Salesforce Flow, or Zapier to create custom integrations.

Education & Experience

• 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.
• Platform Agnostic: While the primary platform is Zendesk, value architecture skill over specific platform knowledge.

Why This Role?

You won't just be maintaining a system; you will be building the infrastructure that defines how brands and customers connect. If you love clean logic, elegant workflows, and seeing your designs come to life in real-time, this is your seat at the table.