CRM Solution Architect

Job Title: CRM Solution Architect
Contract Type: Permanent
Location: Brussels, Belgium
Salary: Négociable
Start Date: ASAP
Reference: 69139-ITBEL-EER_1502278315
Contact Name: Eleonore Rigo
Contact Email:
Job Published: August 09, 2017 12:31

Job Description

2/ IT Solution Architect CRM


The IT solution architect is the technical reference person for a transversal functional domain. He/she designs the architecture framework of the domain so that it responds to the needs of the organization from an agility and cost efficiency perspective. He/she recommends the most appropriate solutions to meet the business requirements for complex projects. He/she defines the transition path from current IT stack to target vision and controls its correct execution during projects/programs roll-out.

As CRM Solution Architect, he/she can demonstrate an extensive knowledge on a wide range of CRM key capabilities.

Key responsibility areas

Designs & rolls out cost effective architectures for his/her functional domain (= application portfolio) and in order to meet business requirements while ensuring compliance of the design with Enterprise Architecture principles (bridge with EA)

Maintains and enforces domain best practices and principles

Maintains domain architecture blueprints

Defines the transition path from current to target architecture, taking into account business, technical, legal/regulatory and financial constraints and turns it into a roadmap

Drives innovation for a transversal functional domain by closely monitoring industry trends and understanding their impact on technology

Identifies and recommends fit to purpose solutions to meet the target architecture (incl. contribution to RFP as solution expert)

Focuses on execution plan in the framework projects or programs and controls the deliverables from the outsourcing partner

Reviews the deliverables from IT partners

Steers the design of complex solutions

Executes audit of IT partners deliverables to check compliancy with best practices

Supports the domain manager in vendor mgmt. activities as solution expert

Contributes to procurement process

Contributes to vendor selection and vendor management

Contributes to vendor rationalization

Major interactions

-Internal interactions:

Daily with professionals/experts regular: Finance/Controlling, Procurement, IT
Weekly with service management: for CSIP initiatives or regular RUN issues
Monthly with business stakeholders to understand business trends
Monthly with peers at Group Level (domain related skill centers, Architecture teams)
Quarterly with senior management for ad-hoc presentations on architecture vision, solution selection, Expense Committee for financial validation (solution TCO)
- External interactions (regular):

IT outsourcing partner(s) (solution design, guidelines, control of correct execution)
Integration solution vendors (innovation / market trends)
Seminars and conferences
Your profile

Specific expertise

Analytical thinking / Problem solving skills
Strong business acumen
IT architecture expertise
Process management
Partner/Vendor management
Change management
Exposure to Customer Experience / Customer engagement processes is a must have.

Proven expertise in several of the following domains is a must have:

Sales Force Automation

Campaign Management

Case Management

Master Data Management (Product / Customer)

Knowledge / Document Management

Customer Interaction Management

Previous exposure to CRM software suite is a must (Salesforce, Ms Dynamics)
Previous exposure to CPQ capabilities (Configure / Price / Quote) in a Telco environment is a plus
Expertise in SaaS solutions and integration framework in complex IT landscapes
Exposure to agile delivery methodologies is a plus
Education, specific training and experience

A university degree
Minimum 7 year experience in designing cost effective IT solution
Previous exposure to IT outsourcing delivery model (on/offshore)
Proven experience in IT partner and contract management
Interpersonal skills

Languages: French/English or Dutch/English
Able to work and collaborate transversally
Developed communication skills
Capacity to influence and engage
Persuasiveness (ability to convince, have impact)
Stress resistant
Customer- oriented

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