Domain Architect - Customer Engagement

We are seeking an experienced 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 supporting 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 support data accuracy, availability, and consistency across business functions. Operational Systems Data Integration Design and oversee customer master data models in alignment with enterprise data architecture. Support integration of customer data into operational systems and processes using APIs and event-driven patterns. Collaboration Stakeholder Engagement Partner with Customer Care, Marketing, Sales, and Operations to align technology with process and service goals. Work with enterprise architects, data teams, and delivery partners to ensure architectural cohesion. Participate in vendor evaluations and architectural due diligence for customer systems and platforms. Governance Best Practices Establish architecture compliant with privacy regulations (e.g. GDPR), data quality, and security standards. Contribute to architectural governance forums and enterprise-wide integration and MDM strategies. Stay up to date on emerging technologies in customer engagement, data management, and automation.