Zoho CRM & Desk Developer / Integration Specialist (Project-Based)

Job Type: Project-Based / Potential Long-Term Engagement
Working Hours: U.S. Time Zone (Eastern Time)
Payment: Payoneer
Time Tracking: Timeproof (Mandatory)

Job Overview

We are looking for an experienced Zoho Developer / Implementation Specialist to set up and customize Zoho CRM, Zoho Desk, and related applications and integrate them with our in-house Internal Business System (IBS).

We operate multiple restaurant brands and locations across the United States. Our goal is to build a centralized customer support and communication system with secure integrations, automated workflows, and reporting.

This is initially a project-based position. The right candidate will be considered for ongoing, long-term engagement as we continue developing and expanding our business systems.

Key Responsibilities

1. Zoho Setup & Configuration

• Set up and configure multiple Zoho CRM organizations and Zoho Desk environments.
• Configure brands, locations, users, roles, permissions, and departments.
• Implement customer support ticketing, assignment rules, and escalation workflows.
• Configure Zoho Analytics for management reporting.
• Maintain appropriate data separation between business organizations.

2. Communication & Helpdesk Integration

• Integrate Twilio for phone calls, SMS, and call routing.
• Configure customer support email , IVR, voi cemail , and call history.
• Automate ticket creation, notifications, follow-ups, and escalations.
• Support future integrations with WhatsApp, live chat, and AI-powered customer support.

3. Integration With Our In-House System

• Integrate Zoho with our existing web-based Internal Business System (IBS).
• Develop and configure REST API, webhook, and middleware integrations.
• Synchronize relevant customer, order, location, and ticket information.
• Enable ticket status updates, notifications, and workflow automation between systems.
• Coordinate directly with our in-house development team.

4. Automation & Reporting

• Configure workflows for customer complaints, refunds, approvals, and escalations.
• Automate ticket routing by organization, brand, location, and issue type.
• Create operational dashboards and performance reports.
• Optimize workflows for efficiency and scalability.

5. Testing & Documentation

• Perform integration testing, troubleshooting, and deployment.
• Ensure proper security, user permissions, and data protection.
• Provide technical documentation and administrator training.
• Support system improvements after implementation.

Required Skills & Experience

• Strong hands-on experience with Zoho CRM and Zoho Desk.
• Experience with Zoho Flow, Deluge scripting, Zoho APIs, and webhooks.
• Experience integrating Zoho with custom-built web applications.
• Knowledge of Twilio Voice and SMS integration.
• Proficiency in REST APIs, JSON, OAuth 2.0, and workflow automation.
• Understanding of role-based permissions and multi-organization configurations.
• Ability to work independently and coordinate with other developers.
• Good written and spoken English communication skills.

Preferred Skills

• PHP and MySQL experience.
• Zoho Analytics and Zoho SalesIQ.
• Experience with customer support and call-routing systems.
• Experience supporting multi-location or multi-brand businesses.

Work Requirements

• Must be available to work during U.S. business hours (Eastern Time).
• Must use Timeproof to track all working hours and activities. Payment for time-based work will be based on verified work records.
• Payments will be made through Payoneer according to agreed project milestones or verified working hours.
• Must provide regular progress updates and communicate with our development team.
• Must be able to deliver working solutions, not just recommendations.

Project Deliverables

1. Fully configured Zoho CRM and Zoho Desk environments.
2. Working Twilio phone/SMS integration and customer support workflows.
3. Secure API integration between Zoho and IBS.
4. Automated ticketing, routing, and escalation workflows.
5. Management dashboards and reporting.
6. Complete testing, documentation, and knowledge transfer.

Long-Term Opportunity

We are continuously developing our internal business platform and expanding our operations. Successful completion of this project may lead to ongoing work involving Zoho enhancements, API integrations, workflow automation, system maintenance, and future development projects.

How to Apply

Please provide:

1. Your experience with Zoho CRM, Zoho Desk, SalesIQ and API integrations.
2. Examples of similar projects you have completed.
3. Your experience integrating Twilio with Zoho.
4. Your estimated timeline and project-based rate or quotation.
5. Your availability to work during U.S. Eastern Time business hours.
6. Confirmation that you agree to use Timeproof and receive payments through Payoneer.

Important: We are looking for a hands-on Zoho specialist who can independently configure, develop, integrate, test, and deliver a working system.