CRM Architect (8-11 yrs)

Job Summary :

The Lead CRM Architect will be responsible for the design, development, and deployment of cutting-edge CRM solutions that enhance customer engagement, satisfaction, and loyalty. This position requires close collaboration with cross-functional teams to understand business needs, evaluate CRM products, and design robust solutions while ensuring seamless integration with other enterprise applications.

In addition to leading CRM initiatives, this role will play a critical part in establishing a CRM Center of Excellence (CoE) within A&M GCC's Digital Technology Services group and contribute to its growth.

Key Responsibilities :

Strategic Planning :

- Develop and execute CRM strategies aligned with business goals and objectives.

- Provide technical leadership, guidance, and strategic insights for CRM-related initiatives.

- Stay abreast of emerging CRM technologies and recommend innovative solutions and best practices.

Solution Architecting :

- Design scalable, reliable, and secure CRM architecture solutions tailored to business needs.

- Create data models, workflows, and integration plans that enhance operational efficiency.

Analysis :

- Engage with business and technology stakeholders to conduct process and technology assessments.

- Gather and document requirements, develop process maps, and perform detailed evaluations.

- Conduct technology due diligence and recommend CRM products, roadmaps, and implementation strategies.

Project Management :

- Lead CRM implementation projects from inception to delivery, ensuring adherence to timelines, budgets, and resource allocations.

- Collaborate with cross-functional teams, including sales, marketing, customer service, finance, and IT.

Integration & Customization :

- Oversee the integration of CRM systems with enterprise applications such as ERP and e-commerce platforms.

- Customize CRM solutions to meet specific business requirements, including the development of APIs, plugins, and middleware.

Technical Support, Maintenance & Administration :

- Provide ongoing technical support, troubleshooting, and performance tuning for CRM systems.

- Ensure regular system maintenance, updates, and administrative tasks, including user provisioning and environment setup.

Data Management & Analytics :

- Ensure accurate data capture, storage, and governance within CRM systems.

- Develop robust analytics tools and reports to provide actionable insights for business stakeholders.

- Ensure compliance with data privacy regulations and organizational policies.

Education : Bachelor's degree in Computer Science, Information Technology, or a related field (Master's preferred).

Experience :

- 8-10+ years of experience in CRM development, architecture, and implementation.

- Proven expertise in major CRM platforms such as Salesforce, Microsoft Dynamics, or similar.

- Experience with consulting organizations (Big4, MBB, or reputed technology firms) or in consulting roles within high-performing organizations is preferred.

- Certifications in CRM platforms or relevant technologies are highly desirable.

Skills :

- Deep expertise in CRM architecture design and best practices.

- Proficient in programming languages like Java, C#, SQL/SOQL, Python, or Ruby.

- Strong knowledge of cloud services (AWS, Azure) and CRM cloud solutions (e.g., Salesforce, Microsoft Dynamics 365, Zoho, SAP CRM).

- Experience with integration and ETL tools (Mulesoft, Informatica, Boomi, etc.) is a plus.

- Familiarity with analytics and BI tools (Tableau, Power BI, Snowflake, etc.) is advantageous.

- Exposure to database technologies and AI/Data Science concepts is a bonus.

- Strong understanding of business processes in sales, marketing, customer service, and other domains like finance and supply chain.

- Agile/Scrum methodology experience.