CX Systems Architect: Zendesk CRM & Automation Lead

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

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!