Description
Solutions Architect - Customer Services/CRM
The ideal candidate
This assignment is suited to someone looking for a complex and delivery-focused environment, with lots of moving parts.
You will be an experienced Solutions Architect with a specialism in CRM and Customer Services and whilst you'll have a technical skill-set you will be competent working closely with a variety of cross-functional stakeholders.
This purpose of this engagement is to help the client to evaluate and assess both platform providers and systems integrators as the client runs 2 parallel RFP processes for a new CRM solution. There will then be an implementation during a trial phase, which focuses both on case management and broader customer services capabilities - so integration with telephony, web chat systems, social media etc.
The major vendors are involved in the RFP so, whilst we're not looking for deep specialisation in one piece of technology, significant experience of at least one of the following would be advantageous: Salesforce, MS Dynamics, Oracle, Pega.
The successful candidate will:
- Have a considerable track record working on Customer Services/CRM projects as a Solutions Architect for large, complex organisations - preferably business to consumer
- Have an excellent understanding of Enterprise CRM solutions and business processes
- Have sound knowledge of the current CRM vendor landscapeHave experience integrating CRM solutions with telephony/IVR technology, and other channels like web chat and social media
- Have excellent people and communication skills.
The Client
The client is a privately owned, dynamic B2C organisation, investing heavily in digital transformation, data & analytics, artificial intelligence and other leading-edge technologies