Functional CRM Solution Architect

Role Overview

What You'll Do

• Lead discovery workshops covering objectives, current-state processes, pain points, and customer engagement requirements.
• Map and redesign lead-to-opportunity, quote-to-order, case management, service delivery, loyalty, and customer journeys.
• Define CRM functional architecture for sales, service, marketing, and field operations.
• Support CRM platform selection, requirements definition, vendor assessment, and fit analysis.
• Run fit-gap analysis and recommend out-of-the-box capability, configuration, or custom development.
• Translate requirements into functional designs, user stories, and acceptance criteria.
• Define functional data models, customer 360, ownership, access, business rules, and process flows with technical architects.
• Act as functional design authority across decisions, scope, trade-offs, and change requests.
• Define business requirements for integrations and data migration, including mapping and validation.
• Lead functional test strategy, scenario design, system integration testing support, and UAT.
• Shape training, change management, and adoption plans; contribute to estimates and scope for future work.
• Advise clients on CRM best practice, operating models, and governance; produce functional artefacts and collaborate through hypercare.

Requirements

• 10+ years in CRM or customer engagement, including 6+ years in functional lead or architect roles.
• Experience leading end-to-end functional design for enterprise CRM implementations on large, multi-workstream programmes.
• Deep implementation experience with at least one of Salesforce, Microsoft Dynamics 365, SAP Sales & Service Cloud, Oracle CX, or Pega; multiple platforms are an advantage.
• Consulting or systems integration experience delivering for enterprise clients in a structured, client-facing model.
• Strong knowledge across CRM sales, customer service, marketing, field service, and customer data management.
• Process mapping and requirements management experience using Jira or Azure DevOps; BPMN is given as an example.
• Working understanding of CRM data models, integration concepts, and platform capabilities.
• Experience leading workshops, fit-gap sessions, and UAT with senior business stakeholders.
• Strong communication and facilitation skills to influence business and technical audiences.
• Able to work independently in a contract capacity and become productive quickly within client teams.

Nice to Have

• CRM certifications, including Salesforce or Microsoft Dynamics 365 credentials, or equivalents.
• Experience with platform selection, multi-platform CRM landscapes, contact centre, CDP, or marketing automation solutions.
• Experience in financial services, government, telecoms, or other regulated sectors.