Domain Architect – Customer Engagement

Key Responsibilities:

• Architectural Leadership:
  • Define and maintain the architectural vision and roadmap for CRM, contact center, and customer master platforms.
  • Lead initiatives to modernize customer engagement systems and establish a unified customer master that supports end-to-end business processes.
  • Ensure customer solutions are secure, scalable, and enable omnichannel experiences (voice, email, chat, social, self-service).
• Solution Design & Guidance:
  • Translate business and operational requirements into scalable, reusable, and process-aligned technical architectures.
  • Provide guidance on CRM and master data system design, integrations, data governance, and workflow automation.
  • Ensure systems are designed 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.

Who are you?

• Experience:
  • 7+ years in IT architecture, with deep experience in CRM, contact center platforms, and enterprise system integration.
  • Proven track record in Microsoft Dynamics and operational CRM 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:
  • Certifications in 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.

Language Proficiency:

Bilingual in Dutch and French (speaking and writing, business level).