Senior Zoho CRM Solution Architect | MyOperator, WhatsApp API & Business Automation

Project Overview We are M.K Lighting, a premium luxury lighting manufacturer based in India. We specialize in high-end crystal chandeliers and decorative lighting for hotels, banquet halls, villas, architects, interior designers, and luxury residential projects. We are looking for a Senior Zoho CRM Solution Architect to review, optimize, and enhance our existing Zoho CRM system. This is NOT a new CRM implementation project. Our CRM is already live with custom modules, deals, workflows, and automations. We need an experienced consultant who can audit our current setup, identify gaps, optimize workflows, improve integrations, and build a scalable automation system tailored to our business. Current Setup We already have: Zoho CRM Custom Leads & Deals Modules Sales Pipeline Existing Workflows & Automations MyOperator Integration WhatsApp Business API Website Lead Forms Sales Team using the CRM The system works, but we believe it can be significantly improved with advanced automation and better business logic. Project Scope We need help with: Zoho CRM Audit & Optimization Review our complete CRM setup Optimize existing modules, layouts, fields and workflows Improve existing automations Recommend best practices Lead Management Optimize lead assignment rules Prevent duplicate lead creation Improve lead routing logic Maintain a single customer record across all channels MyOperator Integration One of our major issues is lead ownership. Example: A website lead is assigned to Preeti. Later the customer calls through MyOperator. The call is answered by Kajal. The CRM should: Identify the existing customer. Log the call. Attach the call to the same record. Keep Preeti as the Lead Owner. Do not create duplicate leads or change ownership automatically. We need similar intelligent automation throughout our CRM. WhatsApp Business API Review existing integration Improve chat logging Improve automation Maintain complete customer communication history Workflow Automation Optimize and improve: Lead Assignment Deal Management Follow-up Tasks Notifications Sales Pipeline Reports & Dashboards Future Scalability We want the CRM to be ready for future integrations and business growth. Required Skills Zoho CRM Zoho Flow Deluge REST API Webhooks CRM Automation Workflow Automation Business Process Optimization MyOperator Integration WhatsApp Business API Please Apply Only If You have advanced experience with Zoho CRM. You have implemented complex CRM automations. You have experience integrating third-party systems using APIs. You understand business process optimization. You can audit an existing CRM and improve it instead of rebuilding everything from scratch. When Applying, Please Share Similar Zoho CRM projects you've completed. Experience with MyOperator or cloud telephony integrations. Experience with WhatsApp Business API. Experience with duplicate lead prevention. Your approach to optimizing an existing CRM. Estimated timeline for reviewing and optimizing our system. Long-Term Opportunity This is initially an optimization project. If the collaboration goes well, we will continue working together on future CRM enhancements, AI automation, integrations, dashboards, and business process improvements. Ek chhota suggestion: Upwork par "Expert" experience level select kijiye aur portfolio mandatory rakhiye. Interview me unse sirf ye ek question zarur poochiye: