Digital Consulting Architect, CRM

8+ years of experience in enterprise consulting or solution architecture. At least 2 years focused specifically on enterprise architecture, technical roadmaps, or large-scale transformation initiatives. Strong functional and technical expertise in CSM, FSM, and/or SOM. Experience in digital commerce, service modernization, or customer experience transformation is a strong plus. Demonstrated ability to engage and influence senior stakeholders. Deep knowledge of architecture principles, integration frameworks, and modern web technologies (JavaScript, XML, REST/SOAP, CSS, SSO, middleware, SaaS). Proven experience designing or implementing AI-driven workflows or leveraging AI insights. Certified System Administrator (within 60 days). Certified Application Developer (within 90 days). Certified Implementation Specialist – CSM & FSM (within 90 days). Certified Technical Architect (within first year). Equivalent Certifications from other CRM ecosystems (e.g., Salesforce Architect, Salesforce Service Cloud Consultant, Salesforce Field Service Lightning) are accepted.

Serve as primary technical authority for CRM and workflow transformation initiatives. Lead architecture and functional design for CSM, FSM, and SOM implementations. Design scalable and secure integration architectures. Conduct technical assessments and define future-state roadmaps. Perform hands-on configuration and technical development leveraging ServiceNow components. Troubleshoot complex technical issues. Mentor and guide developers, consultants, and cross-functional delivery teams. Partner with Solution Engineering and Sales teams for pre-sales support. Contribute to frameworks, reusable assets, and thought leadership. Work closely with leadership to shape delivery methodologies and architecture standards.