POSITION OVERVIEWWe are seeking an experienced Solution Architect - Customer Management Domain to lead the architecture and evolution of enterprise customer-facing platforms and capabilities. This role is responsible for designing scalable, secure, and integrated solutions that support customer acquisition, onboarding, engagement, servicing, marketing, and relationship management across the organization.
The successful candidate will provide architectural leadership for the Customer Management domain, guiding solution design and modernization initiatives using Microsoft Dynamics 365, Microsoft Power Platform, Dataverse, and related customer experience technologies. They will work closely with business stakeholders, product teams, enterprise architects, cybersecurity, data, and delivery teams to ensure solutions are aligned with business objectives and enterprise standards.
Reporting to the Director, Solution Architecture, you will work closely with a team of solution architects and enterprise architects spanning multiple domains and platforms, as well as data and analytics specialists who interact closely with business units to understand their needs and create appropriate solutions. This role will give you exposure to many areas of BDC business, being on the front line, understanding business challenges and proposing innovative solutions to respond to them.
CHALLENGES TO BE MET - Translate business requirements into long-term architectural solutions for the enterprise, with the goal of facilitating consistent information sharing across business lines.
- Define end-to-end solution architectures for customer management initiatives and programs.
- Produce architecture deliverables including high-level blueprints, solution architectures, integration designs, and technology roadmaps.
- Ensure solutions are aligned with enterprise architecture principles, target architecture, and governance standards.
- Provide leadership and guidance throughout the solution lifecycle, from ideation through production deployment, as well as technical leadership and guidance to development teams on detailed design.
- Develop or participate in the development of architecture and solution documentation to improve reliability and performance by reducing redundancies and enabling use across multiple business scenarios.
- Focus on application patterns, reference architectures, non-functional requirements, architectural reference models, application interface types, and service-oriented architecture.
- Participate in the system specification review process to ensure requirements can be translated into a valid architecture.
- Create architectural artifacts, obtain approval from the ARB (Architecture Review Board), and communicate architectural decisions and major solution impacts to project stakeholders.
- Identify risks or issues related to technology solutions and solution design that may impact the achievement of project benefits, and provide advice and support to stakeholders to make sound decisions to proactively address or mitigate potential risks or delays.
- Lead or participate in defining technical requirements for requests for proposals, including preparing and evaluating vendor responses.
- Lead or actively participate in project cost estimation. Provide input into the preparation of business cases.
- Support the implementation of approved architectures as a subject matter expert, compliance monitor, and reference authority for data architecture in projects.
- Lead domain technology watch activities, including the use of AI or other new technologies. Conduct spikes, proofs of concept, or prototypes, and recommend the application of these technologies to future product architectures.
WHAT WE ARE LOOKING FOR Professional Experience- 10+ years of experience in solution architecture and design, preferably in the financial services or banking sector, including the use of tools and techniques to develop solution architecture artifacts.
- 5 to 10 years of deep experience in studying, designing, and implementing solution and information architectures for large, well-integrated transactional, collaborative, and analytical systems, with a focus on Microsoft Dynamics CRM, Dynamics 365, and associated Power Platform applications.
- Experience with Dynamics CRM upgrade projects and migration from on-premises MS Dynamics 365 to the cloud is a strong asset.
Education- Bachelor's degree in Computer Science or an equivalent combination of education and experience.
- Microsoft CRM certifications and other Microsoft certifications, such as Power Platform Solution Architect Expert, Dynamics 365, or Azure Solutions Architect Expert, are considered assets.
- Experience with architecture frameworks such as TOGAF, SAFe, or others, as well as architecture tools; certification is considered an asset.
Knowledge and Skills- Mastery of fundamental architecture frameworks, architecture systems assessment, risk analysis and management, and gap analysis.
- 10+ years of deep practical CRM experience, with a focus on Microsoft Dynamics CRM / Dynamics 365 and Power Platform, covering key architectural dimensions related to design, development, implementation, upgrade, and associated governance.
- Experience with systems and platforms, including web and cloud; Azure is required, other platforms are considered assets. Mastery of the Microsoft technology stack.
- Architecture and design of data integration, content, and data migration.
- Experience with customer data platforms (CDP).
- Experience with AI and Copilot capabilities in Dynamics 365.
- Knowledge of customer experience, digital channels, personalization, and analytics platforms.
- Experience with partner relationship management (PRM) solutions and ecosystems is an asset.
- Strong interpersonal skills and demonstrated leadership and mentorship capabilities to guide teams throughout the project, offering support and expertise as needed.
- Ability to effectively identify emerging technologies, trends, standards, and products with strong potential for use within the organization.
- Experience in digital banking, digital transformation, and online channel platform implementation programs within a large financial institution is an asset.
- Experience with BIAN (Banking Industry Architecture Network) is an asset.
- Experience with Agile Scrum/Kanban, DevOps, and continuous integration, deployment, and delivery.
- Experience with technology product assessment, selection, acquisition, and deployment processes.
Interpersonal Skills- Excellent bilingual communication skills in French and English, both oral and written, with the ability to communicate information at different levels of the organization.
- Strong ability to manage several highly complex and strategically important projects.
- Team spirit and demonstrated leadership abilities.
- Seeks opportunities by focusing on solutions rather than problems. Naturally curious, business-oriented, comfortable working with diverse teams, and deeply committed to collective success.
- Demonstrated ability to establish and maintain strong working relationships with key client stakeholders, including business representatives, architects, and other technical resources, and to advise them on anticipated changes that may impact business or strategic priorities.
- Confidence in decision-making and ability to explain processes or choices when needed, supported by strong analytical skills, including the ability to propose alternatives when functional requirements conflict.
Other- Preferred work location: Montreal.
- Experience in the financial sector is an asset.
- Hybrid work required - 60% onsite.
