CRM manager (SMS / WhatsApp / Telegram / Push)

We're looking for a CRM Channels & Integrations Manager who will take full ownership of our direct communication channels: SMS, WhatsApp, Telegram, Push Notifications, and IVR.
This is a highly operational and technical role sitting at the intersection of vendor management, API integrations, and CRM operations.
You'll be responsible for the entire lifecycle of communication providers: sourcing vendors, negotiating commercial terms, integrating them into Smartico, monitoring channel health, optimizing costs, and ensuring maximum delivery performance.
Our primary market is India, where communication channels require continuous attention due to changing provider quality, pricing fluctuations, OTP traffic, and strict regulatory requirements. This is not a "set it and forget it" role—you'll own these channels end-to-end.
You'll also become the technical owner of provider integrations within the CRM department. Working with REST APIs, Postman, webhooks, and API documentation will be part of your daily routine—not tasks delegated to developers.

Responsibilities
Vendor Management
Source and evaluate new communication providers for SMS, WhatsApp, Telegram, Push, and IVR.
Compare providers based on:GEO coverage
pricing
throughput (messages per minute)
API quality
reliability
vendor reputation.

Negotiate commercial terms and improve pricing.
Maintain an internal registry of tested providers and routes.
Support vendor agreements together with the Legal team.

Technical Integrations
Own the full provider integration process.
Test provider APIs using Postman.
Configure and validate webhooks.
Integrate providers into Smartico.
Conduct end-to-end testing before production launch.
Launch marketing A/B tests to validate new communication channels.
Create and manage integration requests with Smartico when native development is required.
Troubleshoot:failed deliveries
callback issues
API failures
message delivery inconsistencies.

Channel Operations
Monitor channel performance daily using:
Smartico Data Studio
Provider dashboards
Firebase (Push)
Local testing devices
You'll be responsible for:
monitoring fail rates and delivery quality;
OTP traffic monitoring and fraud prevention;
controlling sending limits and caps;
monitoring provider balances;
invoice reconciliation;
communication channel budgeting;
optimizing communication costs.

Incident Management
Respond quickly to incidents such as:delivery failures;
blocked sender IDs;
provider outages;
OTP attacks and SMS pumping.

Escalate critical incidents to the CRM Lead.
Prepare post-mortem reports and preventive action plans.
Keep Product, CRM and CVM teams informed about major channel issues.

Cross-functional Collaboration
Consult Product and CRM teams on communication channels and webhook configuration.
Support IVR routing and communication flows.
Prepare regular reports on channel performance, costs and improvements.

What We're Looking For
Proven experience working with SMS aggregators, WhatsApp Business Providers (BSP), or similar communication providers at scale.
Experience managing multiple vendors and negotiating pricing.
Hands-on experience with:REST API
Postman
Webhooks
API documentation.

Ability to independently integrate providers without relying on developers.
Understanding of communication channel economics:message pricing
delivery quality
conversion
ROI.

Experience monitoring large-scale communication channels.
English sufficient for daily written communication with international vendors.

Nice to Have
Experience in iGaming, Betting, or Online Gambling.
Experience working with Smartico or similar CRM/CDP platforms.
Experience with Firebase Cloud Messaging (FCM).
Experience with Telegram bots and marketing channels.
Experience with IVR integrations.
Experience working with OTP traffic and understanding SMS pumping or artificial traffic attacks.
Experience with the Indian market.

What We Offer
💻 Fully remote work from anywhere in the world.
⚡ Fast decision-making with minimal bureaucracy.
🤝 A collaborative team of professionals passionate about building great products.
📈 Support from experienced leaders who genuinely invest in your professional growth.
🏖 20 paid vacation days, 5 additional paid days off, and paid sick leave.