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 functional architecture and ensuring solutions meet user needs.

Responsibilities

• Conduct discovery workshops with business stakeholders to gather objectives, current processes, and customer engagement needs.
• Map and redesign customer processes including lead-to-opportunity, quote-to-order, case management, and customer journeys.
• Define the functional CRM architecture across sales, service, marketing, and field operations.
• Support CRM platform selection through requirements definition, vendor assessment, and fit analysis.
• Perform fit-gap analysis and recommend the appropriate mix of out-of-the-box features, configuration, and custom development.
• Translate business requirements 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 with technical architects.
• Lead test strategy including scenario design, integration testing support, and user acceptance testing.

Must haves

• Over 10 years 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 on at least one major CRM platform such as Salesforce, Microsoft Dynamics 365, SAP Sales & Service Cloud, Oracle CX, or Pega.
• Experience in consulting or systems integration delivering to enterprise clients in a client-facing delivery model.
• Strong knowledge of CRM domains including sales, customer service, marketing, field service, and customer data management.
• Business process design skills with experience in 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 landscapes.
• Experience 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.