Overview We have strong internal ideas and a lot of workflows we could build, but we need a senior consultant who can architect the end-to-end operating model first—then guide what should/shouldn’t be automated and why. This role is for someone who has designed CRM workflows and operational processes at scale (multi-team, multiple handoffs, real governance), and can provide insights + best-practice process design, not just take requirements and “write flows.” What success looks like (first 2–6 weeks) You map our current-to-future state processes (Lead → Sales → Ops → Billing/Closeout; plus exceptions). You identify bottlenecks, ownership gaps, and data/automation risks. You produce a scalable workflow architecture (stages, gates, SLAs, roles, permissions, naming conventions). You recommend what to automate now vs. later (ROI + risk-based). You deliver a clear blueprint our team can execute (and/or you can implement with us). Responsibilities Run discovery workshops (process + data + handoffs). Create a process architecture: lifecycle stages, approvals, exception paths, and KPIs. Design CRM structure: pipelines, modules/objects, fields, validation, data governance. Design automations (workflows, assignment rules, alerts, task orchestration) with scale in mind. Integration guidance (email, forms, VoIP, marketing automation, accounting/project tools as relevant). Documentation: diagrams, SOPs, implementation plan, and admin handover notes. Requirements (must-have) Proven experience as a CRM Architect / Solution Architect / RevOps Process Architect. Has designed large-scale CRM operations (multiple departments, complex handoffs, governance). Can show examples/case studies: “before/after,” metrics improved, what changed. Strong in process mapping + systems thinking (not just technical configuration). Comfortable pushing back: “don’t automate this yet” / “this will break at scale.” Preferred Zoho CRM / Zoho One experience (or comparable like HubSpot/Salesforce) and can translate patterns. Experience with construction/home services/field operations workflows (nice-to-have). Familiar with SLAs, queue management, role-based permissions, auditability, and reporting design.