CRM Lead Architect

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The CRM Lead Architect shall manage all activities related to the implementation of the modernized solution.

• Understand the existing environment including integration of the source systems.
• Defining the architectural strategy and development guidelines.
• Analyzing requirements and providing recommendations for changes to existing infrastructure, including justification, budget considerations, and required implementation resources.
• Communicate effectively across external and internal stakeholders to include Customer entities, vendors and partners.
• Monitoring CRM performance, optimizing usage, tracking key metrics, and implementing enhancements to maximize the value and effectiveness of the CRM application.
• Support accurate and transparent SLA/TPM/KPI metric reporting.
• Reduce redundancies and implement improvements using industry standard processes.
• Enhance performance with automation, AIOps and scalability methods.
• Ensure technical solutions are low risk maintaining 24x7 availability.
• Perform research for accurate technical solution applications.
• Develop executive level briefings and white papers that foster thought leadership and new opportunities.
• Ensure system designs are secure and meet federal policies and standards.
• Facilitating transition activities and meetings, including system demos of the current platform, walkthroughs of the current system documentation library, and other collaboration activities.
• Actively participating in planning sessions, requirements gathering activities, design sessions, Agile modeling sessions, and other events to support the CRM modernization.
• Shaping the CRM modernization strategy by defining the goals, objectives, and desired outcomes of the modernization effort.
• Managing and documenting methods of communication, coordination of activities, work activities, processes, and procedures to ensure seamless CRM daily operations through the implementation and cutover to a modernized CRM.
• Ensuring resources are collaborative and available to address inquiries about the current CRM.
• Managing change and adoption, executing change management plans, training end-users, communicating the benefits of the modernization effort, and addressing challenges.
• Creating comprehensive documentation across a project which may include a timeline, a budget, key information, tasks, and resources.
• Using enterprise tools for project management software to plan, track, and manage tasks using agile methodologies; this includes navigating the user interface, applying custom settings, and integrating with other programs.
• Developing content for Customer deliverables, training plans and communication plans.

• Ability to obtain Public Trust
• Bachelor’s degree and a minimum of 12-15 years of relevant prior experience
• 5-8 years of experience with Salesforce, Siebel and/or Pega CRMs
• Experience with Large CRM Migration
• Design Experience with multiple database services for applications and data models

• Certified AWS Architect
• Zero Trust experience for data and application
• Data Quality and validation experience Pega Principal System Architect, Pega Certified Senior System Architect (PCSSA) or Pega Certified Lead System Architect (CLSA) or a Salesforce certified architect
• Experience with SAFe

• Mid-Senior level

• Full-time

• Information Technology

• IT Services and IT Consulting