Functional CRM Solution Architect

Role overview

Responsibilities

• Lead discovery workshops and redesign customer processes across sales, service, marketing, field operations, and customer journeys.
• Define CRM architecture, functional data models, customer 360 views, business rules, access, and process flows.
• Support platform selection, vendor assessment, fit-gap analysis, and decisions on standard features, configuration, or custom development.
• Produce functional designs, user stories, acceptance criteria, process maps, traceability, and decision logs.
• Define business-level integration and migration requirements; lead functional testing and support system integration testing and UAT.
• Manage functional design decisions, scope, trade-offs, and change requests across workstreams.
• Shape training, change management, adoption, solution estimation, and future-phase scoping; identify CRM AI and automation opportunities.
• Advise clients on CRM best practice, operating models, and governance, and collaborate throughout discovery, build, testing, and hypercare.

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 of enterprise CRM implementations on large, multi-workstream programmes.
• Deep implementation experience on at least one leading CRM platform: Salesforce, Microsoft Dynamics 365, SAP Sales & Service Cloud, Oracle CX, or Pega.
• 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 mapping experience, such as 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 UAT.
• Strong communication and facilitation skills; able to work independently in a contract capacity.
• CRM certifications, platform selection or multi-platform experience, contact centre/CDP/marketing automation exposure, and regulated-sector experience are nice to have.