Functional CRM Solution Architect

About the Role
We are seeking an experienced Functional CRM Solution Architect to lead the functional design and delivery of enterprise CRM solutions for large, complex organizations. This is a hands-on, client-facing role for an individual who understands how businesses sell, serve, and engage their customers, and can translate that understanding into a well-designed CRM solution. You will be responsible for leading process discovery, shaping functional architecture, and ensuring the viability of the solutions developed for users.

You will work on enterprise-scale transformation programs that involve multiple workstreams, demanding stakeholders, and carry significant accountability for outcomes. We are looking for a candidate who brings a point of view, who has previously challenged existing business processes, designed improvements, and successfully overseen their implementation and adoption.

What You'll Do

• Lead discovery workshops with business stakeholders to understand objectives, current-state processes, pain points, and customer engagement requirements.
• Map and redesign end-to-end customer processes such as lead-to-opportunity, quote-to-order, case management, service delivery, loyalty, and customer journeys.
• Define the functional CRM architecture across sales, service, marketing, and field operations capabilities.
• Support CRM platform selection and evaluation, including requirements definition, vendor assessment, and fit analysis.
• Conduct fit-gap analysis and recommend an optimal combination of out-of-the-box capability, configuration, and custom development.
• Translate business requirements into functional designs, user stories, and acceptance criteria for delivery teams.
• Define the functional data model, customer 360 view, record ownership, roles/access, business rules, and process flows in partnership with technical architects.
• Act as design authority for functional decisions, managing scope, trade-offs, and change requests across workstreams.
• Define integration requirements from a business perspective, covering ERP, marketing automation, contact center, customer portals, and data platforms.
• Define data migration requirements, mapping, and validation from a business perspective.
• Lead test strategy from a functional perspective, including scenario design, system integration testing support, and user acceptance testing.
• Shape training, change management, and adoption plans to ensure the solution is utilized effectively after go-live.
• Contribute to solutioning, estimation, and scoping for new phases and change requests.
• Identify opportunities to leverage AI and automation within CRM to enhance productivity and customer outcomes.
• Advise clients on CRM best practices, operating models, and governance.
• Produce high-quality functional artifacts, such as process maps, functional design documents, requirements traceability, and decision logs.
• Collaborate with technical architects, developers, data specialists, and delivery leads throughout the phases of discovery, design, build, testing, and hypercare.

Requirements

• 10+ years in CRM or customer engagement, including 6+ years in functional lead or architect roles.
• Proven experience leading the functional design of enterprise CRM implementations from end to end on large-scale, multi-workstream programs.
• Deep implementation experience with at least one leading CRM platform, such as Salesforce, Microsoft Dynamics 365, SAP Sales & Service Cloud, Oracle CX, or Pega, with familiarity with additional platforms as an advantage.
• Experience in consulting or systems integration environments, delivering for enterprise clients in a structured, client-facing delivery model.
• Strong knowledge across CRM domains, including sales, customer service, marketing, field service, and customer data management.
• Proficient in business process design, with experience in process mapping (e.g., BPMN) and requirements management using Jira or Azure DevOps.
• Understanding of CRM data models, integration concepts, and platform capabilities, sufficient for collaboration with technical teams.
• Experience conducting workshops, fit-gap sessions, and user acceptance testing with senior business stakeholders.
• Excellent communication and facilitation skills, with the capability to influence both business and technical audiences.
• Ability to work independently in a contract capacity and quickly become productive within established client teams.

Nice to Have

• CRM certifications, such as Salesforce Certified Consultant or Architect credentials, Microsoft Dynamics 365 functional certifications, or similar qualifications.
• Experience with CRM platform selection or multi-platform CRM environments.
• Familiarity with contact center, customer data platforms (CDP), or marketing automation solutions.
• Industry experience in financial services, government, telecommunications, or other regulated sectors.
• Experience with GCC clients and/or proficiency in the Arabic language.