CRM Solution Architect

Job Description

<p><strong>Role – CRM (Customer Relationship Management) Solution Architect</strong></p><p><br></p><p>A CRM (Customer Relationship Management) Solution Architect is responsible for designing and implementing CRM systems to meet the specific needs of the organization. He plays a critical role in the successful deployment and integration of CRM software and tools. </p><p><br></p><p><strong>Business Analysis:</strong></p><p><strong>Requirements Gathering: </strong>Collaborate with stakeholders, such as business analysts and end-users, to gather and understand business requirements for the CRM system. This involves identifying the organization’s needs, objectives, and desired functionalities.</p><p>System Design: Based on the gathered requirements, the Solution Architect designs the CRM system architecture, including data models, workflows, user interfaces, integrations, and security considerations. They ensure that the design aligns with industry best practices and meets the organization’s goals.</p><p><strong>Technology Evaluation:</strong> Evaluate different CRM platforms and technologies to determine the most suitable solution for the organization’s requirements. This involves assessing factors such as scalability, flexibility, customization options, and integration capabilities.</p><p>Business Analysis:</p><p><strong>Requirements Gathering: </strong>Collaborate with stakeholders, such as business analysts and end-users, to gather and understand business requirements for the CRM system. This involves identifying the organization’s needs, objectives, and desired functionalities.</p><p>System Design: Based on the gathered requirements, the Solution Architect designs the CRM system architecture, including data models, workflows, user interfaces, integrations, and security considerations. They ensure that the design aligns with industry best practices and meets the organization’s goals.</p><p><strong>Technology Evaluation: </strong>Evaluate different CRM platforms and technologies to determine the most suitable solution for the organization’s requirements. This involves assessing factors such as scalability, flexibility, customization options, and integration capabilities.</p><p>Customization and Configuration: Customize and configure the CRM system according to the specific needs of the organization. This may include creating custom fields, workflows, reports, and dashboards to optimize the system for the business processes.</p><p><strong>Integration</strong>: Collaborate with other teams, such as IT and development Business Analysis CRM Enhancements teams, to integrate the CRM system with other business systems and applications, such as ERP (Enterprise Resource Planning) or marketing automation tools. This ensures seamless data flow and cross-functional process automation.</p><p><strong>Testing and Deployment:</strong> Develop and execute testing strategies to ensure the CRM system functions correctly and meets the defined requirements. Work closely with stakeholders during the deployment phase to ensure a smooth transition and user adoption.</p><p><strong>Training and Support: </strong>Provide training and support to end-users and administrators of the CRM system. This includes creating user documentation, conducting training sessions, and addressing user inquiries or issues.</p><p> </p><p><strong>Policies, Systems, Processes &amp; Procedures</strong></p><p>Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner</p><p> </p><p><strong>Change Management</strong></p><p>Contribute to the identification of opportunities for continuous improvement of processes and practices considering global standards, productivity improvement and cost reduction</p><p> </p><p><strong>Reporting</strong></p><p>Prepare required statements and reports timely and accurately to meet client and IT and Business departments requirements, policies and quality standards department requirements, policies,and quality standards.</p><p> </p><p><strong>QUALIFICATIONS/REQUIREMENTS </strong></p><p>5+ years of relevant experience in CRM Solution Architecture</p><p>Previous experience working with Banking or Financial IT systems</p><p>Previous experience in customer relationship management</p><p>Bi-lingual (English and Arabic) Knowledge and experience</p><p>Bachelor’s degree in Business Management, Information Technology, or any related field Master’s Degree in Business Management, Information Technology is preferred Education and certification requirements CRM Enhancements Job Description</p><p>ITIL Certification is mandatory</p><p>COBIT Certification is preferred</p><p>Project Management Certification is preferred (PMP)</p><p> </p><p><strong>Core Competencies </strong></p><p>Ability to influence stakeholders and work closely with them to determine acceptable solutions Fundamental analytical and conceptual thinking skills</p><p>Strong capability to understand unclear requirements and translate them in a structured manner</p><p>Experience creating detailed reports and giving presentations</p><p>Excellent documentation skills Customize and configure the CRM system according to the specific needs of the organization. This may include creating custom fields, workflows, reports, and dashboards to optimize the system for the business processes.</p><p>Integration: Collaborate with other teams, such as IT and development Business Analysis CRM Enhancements teams, to integrate the CRM system with other business systems and applications, such as ERP (Enterprise Resource Planning) or marketing automation tools. This ensures seamless data flow and cross-functional process automation.</p><p>Testing and Deployment: Develop and execute testing strategies to ensure the CRM system functions correctly and meets the defined requirements. Work closely with stakeholders during the deployment phase to ensure a smooth transition and user adoption.</p><p>Training and Support: Provide training and support to end-users and administrators of the CRM system. This includes creating user documentation, conducting training sessions, and addressing user inquiries or issues.</p><p> </p><p><strong>Policies, Systems, Processes &amp; Procedures</strong></p><p>Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner</p><p> </p><p><strong>Change Management</strong></p><p>Contribute to the identification of opportunities for continuous improvement of processes and practices considering global standards, productivity improvement and cost reduction</p><p> </p><p><strong>Reporting</strong></p><p>Prepare required statements and reports timely and accurately to meet client and IT and Business departments requirements, policies and quality standards department requirements, policies,and quality standards.</p><p> </p><p><strong>QUALIFICATIONS/REQUIREMENTS </strong></p><p>5+ years of relevant experience in CRM Solution Architecture</p><p>Previous experience working with Banking or Financial IT systems</p><p>Previous experience in customer relationship management</p><p>Bi-lingual (English and Arabic) Knowledge and experience</p><p>Bachelor’s degree in Business Management, Information Technology, or any related field Master’s Degree in Business Management, Information Technology is preferred Education and certification requirements CRM Enhancements Job Description</p><p>ITIL Certification is mandatory</p><p>COBIT Certification is preferred</p><p>Project Management Certification is preferred (PMP)</p><p> </p><p><strong>Core Competencies </strong></p><p>Ability to influence stakeholders and work closely with them to determine acceptable solutions Fundamental analytical and conceptual thinking skills</p><p>Strong capability to understand unclear requirements and translate them in a structured manner</p><p>Experience creating detailed reports and giving presentations</p><p>Excellent documentation skills</p><p></p>