The IT Customer and Commercial Solutions Architect is a senior technical leadership role responsible for defining the technical direction and ensuring the successful delivery of solutions across our global customer and commercial application ecosystem. This role serves as the critical bridge between business needs and our software engineering teams to enable seamless, end-to-end digital capabilities for selling and servicing products. The architect will design and oversee robust, modern integrations across marketing platforms, customer relationship management (CRM) portals, e-commerce storefronts, subscription billing systems, product information management (PIM) databases, pricing, customer connectivity, customer support, and sales incentive platforms to support standalone business operations and future integration with enterprise platforms.
- Architectural Leadership: Run architectural design workshops with business stakeholders to gather requirements, identify capabilities, and design scalable future-state architectures for the customer and commercial application ecosystem.
- Solution Integration: Design end-to-end data flows and integration pipelines connecting front-end marketing and commerce applications, middle-tier CRM and service systems, pricing and billing platforms, customer connectivity services, and back-office ERP and enterprise data warehouse systems.
- Technical Guidance: Create comprehensive software architecture documents and partner closely with developers, systems managers, analysts, and product owners during implementation to ensure alignment with design specifications.
- Process Optimization: Map and refine complex commercial processes, including lead-to-revenue, quote-to-order, RMA, pricing, customer onboarding, EDI/API connectivity, entitlement, subscription billing, licensing, renewals, asset management, customer service, and sales incentives.
- Technical Governance: Review and approve major integrations, application changes, and technical designs. Maintain application roadmaps, integration inventory, architecture standards, and technical documentation.
- Security and Compliance: Support security, identity and access management, data governance, privacy, compliance, secure credential handling, and alignment with global coding and architecture standards.
- Operational Health: Ensure the high availability, security, performance, resiliency, and supportability of business-critical customer-facing and transactional platforms. Troubleshoot and support resolution of complex cross-platform issues.
- Vendor and Delivery Coordination: Coordinate with vendors, implementation partners, offshore teams, and internal IT organizations on system improvements, technical issues, upgrades, and delivery activities.
- Business Transition Support: Support acquisitions, divestitures, TSA exits, system transitions, Day 1 readiness, and post-transition stabilization objectives while aligning architecture plans with broader business milestones.
