CRM Platform Engineer

Key Responsibilities

• Administer and configure the shared platform stack - including, HubSpot and Salesforce, whilst supporting Zendesk and ChurnZero platforms - covering workflows, automation and platform hygiene.
• Maintain working knowledge across all platforms in the estate, with the flexibility to go deep on whichever system currently needs the most attention.
• Identify and implement opportunities for automation and process improvement across platforms (e.g. workflow consolidation, data enrichment, self-service).
• Support onboarding new platforms as the Shared Platforms estate grows (e.g. Confluence, Jira), including initial configuration and documentation.
• Manage change requests across all owned platforms through ITIL-aligned processes - impact/risk assessment, testing, documentation, rollback planning.
• Maintain configuration documentation and change logs for each platform to support audit and knowledge-continuity.
• Liaise with InfoSec and MIS on security configuration, data handling, and compliance requirements across the platform estate.
• Own and maintain integrations between Zendesk, HubSpot, Salesforce, ChurnZero, and other connected middleware/tools, ensuring reliable and accurate data flow across the ecosystem (e.g. contact/account sync, ticket-to-deal linkage, customer health signals).
• Troubleshoot cross-platform data and integration issues, working across systems rather than a single platform silo.
• Flag upstream/downstream impacts before making changes that could affect connected systems, and coordinate changes that span multiple platforms.
• Act as a day-to-day point of contact for platform issues raised by the business, and Partner with stakeholders across the business to gather requirements and prioritize enhancement requests, escalating to the Shared Platforms Manager where cross-platform trade-offs are needed.
• Provide usage/performance reporting and platform health updates across the estate.
• Work flexibly across platforms as team priorities shift, providing cover and cross-support as the Shared Platforms team is small and coverage needs to flex with demand.

Required Skills & Qualifications

• Proven hands-on administration experience with HubSpot and working knowledge of at least one other major SaaS business platform (e.g. Zendesk or Salesforce) in a business-critical environment.
• Practical understanding of CRM/CX data structures (contacts, accounts, deals/opportunities, cases/tickets) and how they connect across systems.
• Experience integrating SaaS platforms with one another, either natively or via middleware/iPaaS tools.
• Experience managing platform change through a formal process (ITIL or similar).
• Strong troubleshooting and problem-solving skills, comfortable working across multiple systems rather than a single specialism.
• Excellent communication and stakeholder management skills, with the ability to work across Sales, Marketing, Customer Success, and Support functions.
• A fast learner who is comfortable picking up new platforms and tools as the department's estate grows.

Nice-to-Have (Cross-Platform Experience & Integrations)

• Certification in HubSpot (CRM, Marketing, Sales, or Service Hub).
• Working knowledge of / certification in Zendesk (Suite/Support, Guide, Explore).
• Working knowledge of / certification in Salesforce administration.
• Familiarity with ChurnZero for customer health and success workflows.
• Familiarity with Confluence and/or Jira administration, ahead of these being added to the platform estate.
• Experience with SweetHawk, Zoom, Slack, Gong, or Zapier integrations within a CRM or support platform context.
• Experience in a managed services, MSP, or data protection/technology company.
• Relevant certifications: PRINCE2, Agile/Scrum, or ITIL Foundation.