Functional Consultant

Job Title: Functional Consultant – CRM (Kustomer)

Location: London, UK (2-3 days weekly from office)

We at Coforge are looking for Functional Consultant – CRM (Kustomer) in London, UK (2-3 days weekly from office)

Job Summary

We are seeking a skilled CRM Functional Consultant with expertise in Kustomer to help design, implement, and optimize customer relationship management solutions. The role involves working closely with business stakeholders to understand requirements, configure Kustomer’s platform, and ensure seamless integration with enterprise systems to enhance customer experience and operational efficiency.

Key Responsibilities

• Requirement Gathering & Analysis
• Collaborate with business teams to capture functional requirements and translate them into CRM specifications.
• Conduct workshops and discovery sessions to understand customer service workflows and pain points.
• Solution Design & Configuration
• Configure and customize Kustomer CRM to meet business needs.
• Design workflows, automation rules, and integrations with third-party applications (e.g., telephony, ticketing, analytics).
• Implementation & Testing
• Support end-to-end implementation of Kustomer CRM, including data migration and system validation.
• Perform functional testing and assist with user acceptance testing (UAT).
• Training & Documentation
• Develop user guides and deliver training sessions for end-users and support teams.
• Maintain detailed documentation of configurations, processes, and best practices.
• Post-Implementation Support
• Provide ongoing support and troubleshooting for CRM-related issues.
• Monitor system performance and recommend enhancements for scalability and efficiency.

Required Skills & Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
• Experience:
• 3–6 years of experience as a Functional Consultant in CRM implementations.
• Hands-on experience with Kustomer CRM or similar platforms (Salesforce, Zendesk, etc.).
• Technical Skills:
• Strong understanding of CRM workflows, automation, and omnichannel customer engagement.
• Familiarity with API integrations and data migration strategies.
• Other Skills:
• Excellent analytical and problem-solving abilities.
• Strong communication and stakeholder management skills.

Preferred Qualifications

• Certifications in Kustomer CRM or other CRM platforms.
• Experience in customer service operations , contact center solutions , or CX transformation projects .
• Knowledge of AI-driven customer engagement tools and workflow orchestration .