Zoho Architect & Automation Lead

Role Summary We are looking for a visionary Zoho Architect to spearhead the transformation of our Helpdesk environment. This high-impact role goes beyond standard ticket management; you will be the primary architect responsible for re-engineering data schemas, integrating advanced AI through Zoho Zia, and managing a specialized team of SQL and RPA experts to build a scalable, tech-forward support ecosystem.

• System Re-Engineering: Audit and overhaul existing Zoho Helpdesk frameworks. Collaborate closely with our SQL development team to optimize data integrity and build sophisticated reporting models.
• AI & ML Integration: Drive the implementation of Zoho Zia to revolutionize first-response automation, sentiment tracking, and intelligent ticket categorization.
• Process Automation: Lead the development of PowerShell and Microsoft Intune scripts to streamline device lifecycle management and endpoint security via RPA.
• Strategic Leadership: Manage a Tier-2 technical support unit. Establish benchmarks for service excellence and refine escalation protocols.
• Global Workflow Design: (Preferred) Optimize support processes for a multi-language (Bilingual) environment to ensure seamless global service delivery.

• Zoho Ecosystem: Advanced proficiency in Zoho Desk, Flow, and Analytics.
• Data & Scripting: Strong grasp of relational databases and SQL; able to direct complex data architecture projects.
• Endpoint Automation: Hands-on expertise in Microsoft Intune, RPA, and PowerShell for modern IT infrastructure.
• AI Training: Practical experience deploying and fine-tuning Zoho’s AI/ML (Zia) capabilities.
• Linguistic Skills: Fluent in English; proficiency in Spanish or French is a significant advantage.

• You are a systems thinker who builds for long-term scalability.
• You bridge the gap between business requirements and complex SQL/automation logic.
• You are a technical mentor capable of guiding Level 2 technicians and automation engineers.

Operational Note: This role requires flexibility regarding working hours to accommodate system deployments and global coordination.