CRM Architect

CRM Architect

Excellent opportunity to join a Multinational telecommunications giant on 12 month rolling contract (South Dublin).

The Job:

- Definition of the Business Capabilities (combination of process and systems) required to support Siebel CRM, Amdocs CRM, Genesys CIM and related products, IVR technologies, multi-channel care and sales
- CRM area strategies covering Siebel CRM, Amdocs CRM, Genesys CIM and related products, IVR technologies, multi-channel care and sales
- Development of the IT/business capability roadmap to support business capabilities, aligned with the wider CRM area roadmap.
- Support other Architecture activities as needed.
- Engage with Customer Experience business unit and other business units where relevant to understand their requirements and identify/develop solutions that best meet their needs and fit with the overall technology architecture.
- Manage internal stakeholder relationships within the business to ensure Business and Technology are aligned and optimised for success.
- Specify technical requirements to support CRM area solutions.
- Drive the implementation of solutions supporting and guiding cross-functional teams within Technology and Business to meet common objectives.
- Work across all parts of Technology, Consumer, Enterprise and Customer Experience to ensure technical solutions can be designed, implemented & supported in accordance with our objectives of being a leader in Total Telecoms.
- Work very closely with the Demand Solutions Architects to guide and agree solutions that align with the Technology Roadmaps while addressing the customer need.
- Work with Technology and Business to identify support models to meet target service levels and business objectives.
- Identify support tools and processes required to support solutions, including performance and capacity management requirements.
- Build and maintain strong relations with vendors to ensure alignment of product roadmaps with The business's technology roadmap and business strategy.
- Strong Project Management skills required.
- Confidence in presenting to the internal customer and Senior Management.

Experience:

- 10+ years experience in IT/Telecoms
- 5+ years experience in a CRM architect role. Knowledge/experience of Siebel CRM, Amdocs CRM, Genesys CIM and multi-channel care and sales. Experience of IVR technologies would be a plus.
- 5+ years experience in a Senior Technical/Programme Management role with Customer Interfacing Experience.
- Technical knowledge of CRM environment and associated CRM integration points.
- Excellent interpersonal skills with ability to work & present at/to Board Level.
- Good grounding in Software requirements analysis and design using UML (Object Oriented Analysis and Development).
- Well versed in architecture frameworks and methodologies.

Morgan McKinley is acting as an Employment Business in relation to this vacancy.