Functional CRM Solution Architect

Role overview

What you'll do

• Lead discovery workshops to understand business objectives, processes, pain points, and customer engagement requirements.
• Map and redesign lead-to-opportunity, quote-to-order, case management, service, loyalty, and customer journey processes.
• Define functional CRM architecture across sales, service, marketing, and field operations.
• Support platform selection through requirements definition, vendor assessment, and fit analysis.
• Run fit-gap analysis and recommend out-of-the-box, configured, or custom capabilities.
• Translate business requirements into functional designs, user stories, and acceptance criteria.
• Define data models, customer 360 view, ownership, access, business rules, and process flows with technical architects.
• Act as functional design authority and manage scope, trade-offs, and change requests.
• Define integration requirements across ERP, marketing automation, contact centres, portals, and data platforms.
• Define data migration requirements, mappings, and business validation.
• Lead functional test strategy, scenario design, integration testing support, and user acceptance testing.
• Shape training, change management, and adoption; contribute to scoping, estimation, client advice, and functional artefacts.

Requirements

• 10+ years in CRM or customer engagement, including 6+ years in functional lead or architect roles.
• Track record leading end-to-end functional design for enterprise CRM implementations in large, multi-workstream programmes.
• Deep implementation experience with at least one of Salesforce, Microsoft Dynamics 365, SAP Sales & Service Cloud, Oracle CX, or Pega; experience across multiple platforms is an advantage.
• Consulting or systems integration experience delivering for enterprise clients in a structured, client-facing model.
• Strong knowledge of CRM sales, customer service, marketing, field service, and customer data management.
• Business process design and mapping, including BPMN, and requirements management in Jira or Azure DevOps.
• Working understanding of CRM data models, integration concepts, and platform capabilities.
• Experience leading workshops, fit-gap sessions, and user acceptance testing with senior stakeholders.
• Strong communication and facilitation skills with business and technical audiences.
• Ability to work independently in a contract capacity and become productive quickly.
• CRM certifications, platform selection or multi-platform experience, contact centre, CDP, marketing automation, and regulated-industry experience are nice-to-haves.

Additional desirable experience