Domain Architect - Customer Engagement

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Domain Architect – Customer Engagement to lead the architecture of our customer-facing platforms and services. In this key role, you will define and drive the technology roadmap across CRM, contact centers, and customer master systems—ensuring they support seamless processes, high-quality data, and exceptional customer experiences.

The ideal candidate will work closely with business and IT stakeholders to translate customer service, sales, and operational needs into scalable, secure, and integrated technical solutions. You will shape architectural decisions across platforms such as Microsoft Dynamics 365, contact center systems, and enterprise data hubs to enable omnichannel engagement, operational excellence, and enterprise-wide customer data consistency.

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.

Requirements:
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.

Benefits:
2-3 days/week onsite in the Brussels office