Functional CRM Solution Architect

Job Summary

The Functional CRM Solution Architect leads the design and delivery of enterprise CRM solutions for large organizations, focusing on aligning CRM functionality with business processes and customer engagement needs.

Responsibilities

• Conduct discovery workshops with stakeholders to gather objectives, analyze current processes, and identify customer engagement requirements.
• Map and redesign customer processes including lead-to-opportunity, quote-to-order, case management, service delivery, loyalty, and customer journeys.
• Define the functional CRM architecture covering sales, service, marketing, and field operations.
• Support CRM platform selection by defining requirements, assessing vendors, and performing fit analysis.
• Perform fit-gap analysis and recommend the appropriate mix of out-of-the-box features, configuration, and custom development.
• Translate business needs into functional designs, user stories, and acceptance criteria for delivery teams.
• Define functional data models, customer 360 views, roles, access, business rules, and process flows in collaboration with technical architects.
• Lead functional test strategies including scenario design, integration testing support, and user acceptance testing.

Must haves

• Over 10 years of experience in CRM or customer engagement, with at least 6 years in functional lead or architect roles.
• Proven experience leading end-to-end functional design of enterprise CRM implementations on large, multi-workstream programs.
• Deep implementation experience with at least one major CRM platform such as Salesforce, Microsoft Dynamics 365, SAP Sales & Service Cloud, Oracle CX, or Pega.
• Experience working in consulting or systems integration environments with enterprise clients.
• Strong knowledge of CRM domains including sales, customer service, marketing, field service, and customer data management.
• Proficiency in business process design, process mapping (e.g., BPMN), and requirements management tools like Jira or Azure DevOps.

Nice to haves

• CRM certifications such as Salesforce Certified Consultant or Architect, Microsoft Dynamics 365 functional certifications, or equivalents.
• Experience with CRM platform selection or managing multi-platform CRM environments.
• Familiarity with contact centre, CDP, or marketing automation solutions.
• Industry experience in financial services, government, telecoms, or regulated sectors.

We refresh listings regularly, but some roles close early on the source platform.