Customer Success Specialist improving client satisfaction and engagement through client management and support. Utilizing tools like Zendesk and JIRA to resolve issues effectively.
About the role
- Domain Architect responsible for customer-facing platform architecture. Leading technology roadmap for CRM, contact centers, and data consistency with a focus on seamless customer experiences.
Responsibilities
- Define and maintain the architectural vision and roadmap for CRM, contact center, and customer master platforms.
- Lead initiatives to modernize customer engagement systems and establish a unified customer master that supports end-to-end business processes.
- Ensure customer solutions are secure, scalable, and enable omnichannel experiences (voice, email, chat, social, self-service).
- Translate business and operational requirements into scalable, reusable, and process-aligned technical architectures.
- Provide guidance on CRM and master data system design, integrations, data governance, and workflow automation.
- Ensure systems are designed to support data accuracy, availability, and consistency across business functions.
- Design and oversee customer master data models to ensure alignment with enterprise data architecture.
- Support integration of customer data into key operational systems and processes (via API & event driven patterns)
- Partner with business units (Customer Care, Marketing, Sales, Operations) to align technology with process and service goals.
- Work with enterprise architects, data teams, and delivery partners to drive architectural cohesion.
- Participate in vendor evaluations and architectural due diligence for customer systems and platforms.
- Establish architecture that complies with privacy (e.g., GDPR), data quality, and security standards.
- Participate in architectural governance forums and contribute to enterprise-wide integration and MDM strategies.
- Stay informed about emerging technologies in customer engagement, data management, and automation.
Requirements
- 7+ years in IT architecture, with deep experience in CRM, contact center platforms, and enterprise system integration.
- Proven track record in Microsoft Dynamics and operational CRM transformations.
- Strong background in customer master data management, data modeling, and integration into operational systems.
- Hands-on experience with integration technologies (APIs, event driven systems), workflow tools, and platforms like Power Platform or RPA.
- Strong understanding of customer master system architecture and MDM principles.
- Solid grasp of architectural concerns such as scalability, fault tolerance, security, and compliance.
- Proficiency in designing scalable, integrated platforms across CRM, contact center, and enterprise systems.
- Knowledge of cloud deployment, platform integration, identity/access management, and data privacy/security.
- Familiarity with customer analytics, chatbot/AI solutions, and omnichannel experience platforms is a plus.
- Excellent communication and stakeholder engagement capabilities.
- Strategic mindset with strong problem-solving, decision-making, and leadership skills.
- Ability to bridge business strategy and technical architecture with clarity and influence.
- Demonstrated leadership in guiding teams, mentoring engineers, and influencing technical direction.
- Certifications in Microsoft Dynamics, Power Platform, MDM tools, or Azure architecture.
- Industry experience in logistics, or similar domains.
- Experience working in Agile or SAFe delivery environments.
- Understanding of customer KPIs, reporting, and enterprise data governance practices.
Benefits
- 2-3 days/week onsite in the Brussels office
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