CRM Back Office Architect (Customer Relationship Management)

🕒 Experience: 10+ Years

🔷 About the Role

We are seeking a highly experienced CRM Back Office Architect to design and lead end-to-end CRM and Account Management solutions within a large-scale enterprise ecosystem. This role focuses on architecting scalable, high-performance systems that support customer lifecycle management, billing, payments, and contact center operations in complex, high-volume environments.

🔷 Key Responsibilities

• Design and lead the architecture of end-to-end CRM and Account Management solutions, covering account creation, billing, customer segmentation, and enforcement processes.
• Translate complex business rules into scalable CRM configurations and integrations with systems such as payment gateways, call center platforms, and tolling technologies.
• Define and manage customer lifecycle processes, including onboarding, transaction reconciliation, dispute resolution, and self-service portals.
• Architect seamless integration between CRM and contact center applications, enabling real-time data synchronization and optimized workflows.
• Serve as a Subject Matter Expert (SME) for CRM and Account Management, ensuring alignment with enterprise architecture standards.
• Lead architecture design with a focus on scalability, modularity, high availability, and disaster recovery.
• Collaborate with cross-functional teams to ensure flexible and future-ready system architecture.
• Review and guide features, user stories, and system specifications to ensure best practices and alignment with business goals.
• Support expansion initiatives such as SaaS models, MBUF (Mileage-Based User Fees), and RUC (Road Usage Charging) programs.
• Participate in enterprise projects, providing architectural oversight and strategic guidance.
• Monitor system performance and recommend optimization and cost-efficiency improvements.
• Maintain detailed technical and functional documentation, including architecture diagrams, test plans, and reports.
• Build strong relationships with stakeholders, vendors, and project teams.
• Ensure compliance with organizational standards, policies, and procedures.

🔷 Required Experience & Qualifications

• 10+ years of experience in CRM Back Office and Account Management (functional & technical).
• 10+ years of experience in back-office systems architecture.
• 5+ years of experience in RUC/MBUF or similar systems.
• 5+ years of experience supporting multi-tenant CRM deployments.
• Strong ability to work with technical and non-technical stakeholders.
• Proficiency in Microsoft Office 365 tools and Azure DevOps (ADO).
• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience).

🔷 Preferred Skills

• Experience in tolling back-office systems and large-scale enterprise projects.
• Exposure to SAP, Microsoft Dynamics 365, and Microsoft Copilot solutions.
• Knowledge of ITIL / ITSM practices and methodologies.

🔷 Certifications (Preferred)

• Solution Architecture Certification (e.g., TOGAF)

🔷 Soft Skills

• Strong leadership and architectural decision-making skills
• Excellent communication and stakeholder management abilities
• High attention to detail with strong problem-solving capabilities