About Pacific Crest Services (PCS)
Pacific Crest Services (PCS) is a national insurance alliance supporting independent insurance agencies across the United States. PCS partners with hundreds of agencies across more than 36 states, providing carrier access, operational support, technology, analytics, and strategic growth resources.
PCS operates in a complex, highly regulated insurance environment where accuracy, compliance, and scalability matter. Our systems must support insurance agency onboarding, carrier appointment workflows, compliance tracking, analytics, and executive reporting—at scale.
Role Overview
PCS is seeking a senior-level Lead CRM & Automation Architect to own, architect, and continuously evolve our core business systems—with a primary focus on our Zoho One ecosystem.
This is a hands-on, in-office role for a systems-minded professional who can design scalable automation, build reliable integrations, and partner directly with executive leadership to support both current operations and future technical initiatives.
Zoho experience is a non-negotiable requirement for this role. However, we are seeking someone who brings a broader perspective across CRM platforms, analytics, and system architecture.
This is not a general IT support role—it is a platform ownership and business systems leadership role responsible for how PCS operates day-to-day and scales for the future.
Key Responsibilities
Platform Ownership & Architecture
- Serve as the primary owner and architect of the Zoho One platform
- Design scalable system architecture aligned to insurance operations
- Establish governance standards for data integrity, security, permissions, and audit readiness
- Own system documentation, change management, and release processes
Automation & Workflow Development
- Design and build advanced workflows using Zoho CRM, Zoho Flow, and Deluge
- Automate complex insurance workflows including M&A, onboarding, carrier appointments, compliance tracking, and internal approvals
- Reduce manual processes and operational risk through automation
- Continuously refactor and optimize existing workflows
Custom Development & Integrations
- Develop and maintain Deluge scripts for complex business logic
- Design and manage API integrations with third-party insurance systems, carriers, and internal tools
- Ensure reliable, secure data synchronization across platforms
CRM, Analytics & Systems Enablement
- Optimize CRM systems for marketing & sales pipelines, onboarding and agency lifecycle management, and carrier relationships
- Partner with Analytics to ensure dashboards and reporting (e.g., Zoho Analytics, Power BI) are accurate and trusted
- Support executive reporting and operational visibility
- Identify opportunities to expand or integrate additional systems beyond Zoho as PCS evolves
Leadership & Stakeholder Partnership
- Act as a technical advisor to PCS leadership
- Translate business requirements into scalable technical solutions
- Provide Tier 2/3 support for complex system issues
- Help guide broader technology strategy and system selection over time
Required Qualifications
- 5+ years of hands-on Zoho CRM or Zoho One administration (required)
- Strong expertise in Deluge scripting, Zoho Flow, and advanced automation
- Experience working across CRM platforms and business systems (beyond Zoho)
- Strong understanding of APIs, integrations, and data models
- Experience building or supporting analytics/reporting environments
- Proven ability to scale systems supporting multi-team operations
- Excellent documentation and communication skills
Preferred Qualifications
- Experience in insurance, financial services, or other regulated industries
- Direct experience with agency, carrier, MGA, or aggregator environments
- Familiarity with agency management systems (HawkSoft, Applied, EZLynx)
- Experience supporting 50+ internal users
- Background in systems architecture, data engineering, or process engineering
What Success Looks Like
- Insurance workflows operate end-to-end with minimal manual intervention
- Zoho One is a core operating platform, not a bottleneck
- Systems are designed with flexibility to support future tools and initiatives
- Compliance data is accurate, accessible, and audit-ready
- Leadership trusts system data for decision-making
- PCS can scale operations without system friction
Please submit your resume to set up a PCS confidential interview.
Pay: From $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Work Location: In person
