Business (Domain) Architect – Customer Engagement

For a client we are seeking an experienced Business (Domain) Architect – Customer Engagement to lead the evolution of the Product Offering and underlying platforms and services.

Project Duration:

04/05/26 - 03/07/26 (extendable)

Key Responsibilities:

Architectural Leadership:

• Lead the elaboration of the commercial roadmap from a business perspective, focusing on the product offering. Rationalize the product offering and drive the mindset change from many tailored products to a few products with options. Consider both the Sender and Receiver sides of the products.
• Lead or contribute to the development of the long-term technical and technological roadmap needed to deliver the desired product offering evolution.
• Lead or contribute to short-term initiatives to initiate the first steps of implementing long-term foundational technical blocks (Offer & Pricing management, CIAM, Data Management/Governance). Ensure short-term initiatives contribute to a future-proof technical landscape.
• Example initiative: “X2C Journey,” where you identify modifications on existing tools needed to achieve short-term milestones and scope evolutions needed on technical systems to scale project ambitions.

Solution Design & Guidance:

• Translate business and operational requirements into scalable, reusable, and process-aligned technical architectures.
• Provide guidance on integrations, data governance, and workflow automation.
• Ensure domain architecture consistency with ongoing CRM and Customer master data implementations.
• Design systems to support data accuracy, availability, and consistency across business functions.

Operational Systems & Data Integration:

• 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).

Collaboration & Stakeholder Engagement:

• 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.

Governance & Best Practices:

• 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.

Qualifications:

Experience:

• 7+ years in Product Management and/or Business Architecture, with deep experience in Commercial Excellence, Customer Platforms, and enterprise system integration.
• Proven track record in Customer Experience and Digital 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.

Technical Skills:

• 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.

Soft Skills:

• 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.

Preferred Skills:

• Understanding of 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.