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CRM Architects

including CRM Application Architects/Consultants ; eCRM Architects; CRM Solutions Architects; Customer Systems Architects, Call Centre Architects; CTI Architects; CRM Project Managers

Overview

There is a great demand for Customer Relationship Management professionals of all levels, whether implementation or strategy oriented, with both consulting and end user organisations. The major consultancies and systems integrators in particular are seeking to develop and strengthen their CRM capabilities to enable the delivery of the entire CRM implementation service offering needed to fully meet the needs of their clients, This includes the integration of the latest CRM packages such as Siebel 99, Vantive, Chordiant, Oracle CRM, Pivotal, AIT and Clarify.

Role Responsibilities
  • Planning, design and implementation of complex CRM applications
  • Design of applications and data architectures that can meet the process and data needs of the business
  • Implementation, configuration and testing of the architecture
  • Working alongside the Infrastructure Architect to define the technical infrastructure requirements
  • Provide thought leadership in the delivery of customer-centric and customer intelligence solutions.
  • CRM Applications Architects will play a major role in the configuration and optimisation of the CRM package to meet customer needs.
  • CRM Solutions Architects will play a key role in developing CRM solutions that integrate the CRM packages with multi-channel front end, Web and back office solutions including Call Centre, CTI and IVR technology.
  • Call Centre Architects will be involved in call centre planning, design and implementation.
  • CTI Architects will be responsible for the the design and implementation of CTI solutions typically in partnership with the major Customer Management package vendors. 
  • CRM Project Managers will be take ownership for the delivery of CRM and Call Centre solutions in single-site, multi-site or multi-country environments on time and on budget.  

    • Experience Indicators

    As a result of the huge demand for CRM related skills, there is a great variety of opportunities for all levels of CRM professionals. Ideally candidates will demonstrate:

  • Experience of leading CRM technologies and front-office packages including Siebel, Vantive, Clarify, E.piphany, BroadVision and Vignette.
  • Successful background in technology solutions delivery & systems implementation or alternatively a successful background in business process transformation.
  • Detailed understanding of the components and architectures of a CRM solution
  • Detailed understanding of the CRM package and how it can be integrated into other technologies
  • Demonstrable experience in transforming companies into ‘customer-centric’ businesses
  • Knowledge of CRM related areas such as SFA, sales channel transformation (including e-channels), customer contact and care (including e-care), customer value business modelling & analytics and sales & marketing (including web-based marketing)
  • Understanding of related enterprise architecture including security, online transaction processing and message-oriented middleware such as MQ Series, Neon, Tuxedo, MQ Integrator and CrossWorlds.
  • CRM Applications Architects will demonstrate strong functional and configuration capabilities
  • CRM Solutions Architects ideally should have an excellent understanding of call centre functionality (including inbound and outbound call management, call blending, intelligent routing of calls, call Centre MIS contact management applications etc.) and call centre technologies. 
  • Specialist Call Centre Architects should have planned, designed and implemented the architecture of at least one call centre, ideally multi-channel, with components including front office applications and their surrounding infrastructure, CTI applications and PBX/ACD components; Understanding of call centre business processes and business issues; Knowledge of telephony concepts such as VoIP, call routing and network performance; Implementation and integration experience of at least one customer care or SFA solution such as Siebel, Vantive or Clarify; and an understanding of the technical architecture options associated with ACD’s, CTI, IVR/VRU’s.
  • CTI Architects will need to demonstrate even greater specialist expertise most probably gained with one of the major telephone switch vendors such as Lucent (Definity), Nortel (Meridian), Siemens (HiCOMM); demonstrate specialist expertise in the design and development of call centre applications with responsibility for the telephony integration portion of the project; Experience of a major CTI middleware product such as Genesys and Geotel and experience together with experience of IVR systems (such as Periphonics); Proven implementation experience involving CRM software, CTI, IVR and other related systems integration; and ideally have experience with Siebel, Vantive, Clarify or other major call centre solutions.
  • CRM Project Managers will be need to demonstrate the successful delivery of at least one CRM / Call Centre solution together with project management methodology experience (such as PROMPT, PRINCE). 

    • Personal 

  • Excellent written and verbal communication skills
  • Strong problem solver
  • Keen interest in technological trends
  • Strong presentation skills and ability to articulate complex ideas and solutions clearly and concisely
  • Delivery focused
  • Self starter
  • Flexible, adaptable and able to cope with change
  • Team Player
  • An exponent of best practice

    • Locations 

  • UK - London & Surrey.
  • Germany (Frankfurt) & Norway (Oslo)
  • Hong Kong

    • NB: Positions with Consultancies typically require a willingness to travel according to project and client needs.

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