PC- 1523 Senior Zoho CRM Developer

Role Overview

The Zoho CRM Developer is a highly skilled technical specialist responsible for the design, development, configuration, integration, and ongoing optimisation of Zoho CRM and associated Zoho ecosystem platforms. The role focuses on delivering scalable, secure, and intelligent customer relationship management solutions that streamline business processes, improve customer engagement, and enable data-driven decision-making.

This role requires deep expertise in Zoho CRM configuration, Deluge scripting, custom functions, REST APIs, webhooks, workflow automation, custom widgets, Zoho AI capabilities, enterprise integrations, HTML, CSS, SQL, Node.js, and JavaScript. The successful candidate will work closely with business stakeholders, product teams, solution architects, business analysts, and engineering teams to build innovative CRM solutions aligned with business objectives.

What will you do?

• Design, configure, and customise Zoho CRM and Zoho Desk to deliver customer service platforms with AI-powered capabilities.
• Develop advanced Deluge scripts and custom functions to extend both platforms, automate complex business logic, and integrate with third-party systems.
• Build custom widgets and UI components using Deluge to enhance sales dashboards, customer portals, and support agent interfaces.
• Create sophisticated automation workflows combining Deluge scripting with pipeline management and customer support operations.
• Implement AI-powered capabilities using Zoho's AI offerings and external AI services.
• Manage data migrations, synchronisation, cleansing, deduplication, and governance activities.
• Integrate agent-based AI architectures and MCP (Model Context Protocol) servers with Deluge-powered custom logic for intelligent automation.
• Manage seamless data synchronisation and integrations between Zoho CRM, Zoho Desk, and external systems using Deluge APIs, webhooks, and custom connectors.

Collaborate with Sales, Support, Operations, and Product teams to translate business requirements into integrated, intelligent Zoho solutions. Key Responsibilities

Deluge Scripting & Custom Development

• Develop advanced Deluge scripts for custom automation, business logic, and complex workflows across Zoho CRM and Desk.
• Write clean, maintainable, well-documented Deluge code following best practices and coding standards.
• Build custom functions for lead scoring, deal management, ticket processing, routing logic, data transformations.
• Implement error handling, logging, and performance optimisation in Deluge scripts for production reliability.

Custom Widget & UI Development

• Design and develop custom widgets using Zoho Widget Framework and Deluge to enhance CRM and Desk interfaces.
• Build interactive sales dashboards, agent consoles, customer portals, and management views with custom widgets.
• Integrate widgets with AI models and data services to display AI-powered insights, recommendations, and analytics.
• Customise page layouts, views, and configurations across both platforms to align with business workflows.
• Design CRM Canvas experiences, widgets, kiosks, and forms that create efficient user journeys across CRM and support processes.

Zoho CRM Configuration

• Configure and manage Zoho CRM modules, fields, layouts, workflows, approvals, blueprints, assignment rules, notifications, views, page layouts, and pipeline workflows.
• Implement sales automation, lead management, deal tracking, and forecasting capabilities aligned with strategy.
• Design and optimise Zoho CRM dashboards and reports for team performance monitoring and pipeline visibility.
• Develop reports, dashboards, KPIs, analytical data models, and where required, SQL queries to support operational visibility and business decision-making.

Zoho Desk Configuration & Support Operations

• Configure and manage Zoho Desk modules, channels, workflows, and SLAs for multi-channel support operations.
• Implement email, chat, phone, social media, and portal integrations for seamless customer service.
• Design and optimise Zoho Desk dashboards for support team performance monitoring and KPI tracking.

AI-Powered Sales & Customer Service

• Implement AI capabilities in Zoho CRM: AI lead scoring, sales predictions, opportunity recommendations, and AI-assisted deal closure.
• Deploy AI features in Zoho Desk: AI-powered ticket routing, categorisation, sentiment analysis, and agent recommendations.
• Build AI chatbots and virtual agents for lead qualification, customer support, and self-service using Deluge logic.
• Explore and implement agent-based AI architectures, MCP servers, and AI orchestration frameworks across both platforms.

Advanced Automation & Workflows

• Design and implement sophisticated automation rules, workflows, and SLAs using Deluge for complex sales and support logic.
• Build intelligent escalation logic, conditional routing, and AI-triggered workflows across CRM and Desk.
• Optimise Deluge scripts and workflows for performance, maintainability, and reliability.

CRM & Desk Integration & Data Synchronisation

• Design and implement seamless bi-directional synchronisation between Zoho CRM and Desk for unified customer view.
• Develop custom APIs, webhooks, and Deluge connectors to integrate with third-party systems and AI services.
• Connect Zoho applications with operational systems and external services, including API mapping, authentication, monitoring, and error handling.
• Ensure reliable, secure integrations with proper authentication, error handling, and performance optimisation.
• Maintain solution designs, configuration records, integration specifications, data dictionaries, and support runbooks to enable reliable delivery and operational support.

Data Management

• Manage data quality, integrity, and migrations across Zoho CRM and Desk using Deluge data processing and ETL scripts.
• Perform data mapping, transformation, imports, record updates, deduplication, validation, profiling, reconciliation, cleansing, duplicate identification, and ongoing data quality rule implementation.
• Build data pipelines to feed AI models with quality sales and support data for insights, predictions, and recommendations.
• Monitor Zoho Desk and CRM performance, Deluge execution times, widget rendering, and system reliability.

Required Skills & Experience

• 10+ years of professional experience with Zoho CRM and/or Zoho Desk, including configuration, customisation, and implementation.
• Expert-level proficiency in Deluge scripting language with hands-on experience building complex business logic.
• Strong experience designing and developing custom widgets using Zoho Widget Framework and Deluge.
• Deep expertise in Zoho CRM configuration: modules, fields, workflows, automations, sales pipelines, and dashboards.
• Deep expertise in Zoho Desk configuration: automation rules, workflows, SLAs, multi-channel setup, and ticketing.
• Hands-on experience with Zoho AI capabilities: AI lead scoring, sales predictions, AI routing, sentiment analysis, chatbots.
• Solid understanding of REST APIs, webhooks, Deluge API calls, and system integration patterns.
• Proficiency with databases (SQL), data transformation, ETL concepts, and Deluge data processing functions.
• Experience with different integration platforms and building custom connectors.
• Knowledge of customer service operations, and support metrics (response time, SLA management).
• Strong problem-solving skills, attention to detail, code quality focus, and ability to work independently and in teams.
• Advanced Deluge expertise including meta-programming, reflection, and advanced data structure manipulation.
• Experience building reusable widget libraries and contributing to Zoho marketplace widget ecosystems.
• Hands-on experience implementing and optimising Zoho AI features across both CRM and Desk platforms.
• Experience with agent-based AI architectures, MCP (Model Context Protocol) servers, and Deluge-based AI orchestration.
• Experience with Zoho Creator or other Zoho low-code platforms for additional integration capabilities.
• Zoho certifications or equivalent credentials.
• Experience with HTML, CSS, SQL, Node.js, and JavaScript for advanced UI customisation, widget enhancement, integrations, and analytical query support.
• Familiarity with CRM best practices, sales operations, and omnichannel customer experience.

What Success Looks Like

• Integrated CRM and Desk platforms deliver unified sales and customer service experiences with seamless data flow.
• Deluge-powered automation and custom widgets enhance sales dashboards and support interfaces with rich, intuitive UX.
• AI capabilities drive measurable improvements: higher sales conversion, improved forecast accuracy, better CSAT, reduced response times.
• Complex business logic in clean, maintainable Deluge code enables sales and support teams to focus on value-added activities.
• Integration ecosystem is mature, performant, and enables seamless data flow via Deluge connectors and APIs.
• AI-powered lead qualification, deal recommendations, customer support automation, and self-service reduce manual effort.
• You contribute to a high-performing technical team through knowledge sharing on Deluge best practices, widget development, and AI integration.