TechnoFunctional Consultant - Kustomer CRM

Role Overview

We are seeking an experienced Techno-Functional Consultant with strong hands-on expertise in Kustomer CRM to support ongoing enhancements, configuration, and technical development for customer service and contact centre operations. This role requires a blend of functional business understanding and deep technical capability within the Kustomer platform.

Key Responsibilities

• Work closely with business teams, operations, and contact centre stakeholders to understand requirements.
• Analyse business needs and translate them into clear technical requirements.
• Perform configuration, customization, and technical changes within the Kustomer CRM system.
• Provide end-to-end technical solutions across CRM workflows and integrations.
• Support improvements, enhancements, and issue resolution for the Kustomer platform.
• Collaborate with cross-functional teams (IT, customer service, product teams) to ensure smooth delivery.
• Advise on best practices, system optimisation, and CRM capability utilisation.

Essential Skills & Experience

• Strong hands-on experience with Kustomer CRM (mandatory).
• Solid understanding of CRM workflows, contact centre processes, and customer support technologies.
• Strong techno-functional skillset: ability to gather requirements, design solutions, and implement technical changes.
• Experience with CRM integrations, APIs, and platform configuration.
• Ability to work with both technical teams and business stakeholders effectively.
• Excellent analytical skills and problem-solving capability.
• Strong communication skills and ability to work in a hybrid environment.