Description WHAT YOU WILL DO The Sr. Solution Architect, Customer Service Platform, leads the CRM architecture strategy and target-state design supporting customer service and contact center operations. This role partners with business and technology stakeholders to deliver scalable, secure, and integrated solutions while establishing architecture standards, guiding technical decisions, and driving long-term platform modernization.
HOW YOU WILL MAKE AN IMPACT 1. Future State Architecture- Define and lead the CRM target-state architecture, ensuring scalable, secure, and business-aligned solutions.
- Establish architecture standards, solution patterns, and platform roadmaps that support long-term growth and modernization.
2. Architecture Governance & Technical Standards- Govern solution architecture, technical standards, and design decisions across CRM initiatives.
- Ensure solutions meet security, compliance, performance, and scalability requirements.
3. Integration, Data & Ecosystem Architecture- Define CRM integration and data strategies, including APIs, enterprise integrations, and customer data architecture.
- Partner with data and technology teams to support automation, analytics, and a unified customer experience.
4. Transformation & Migration Design- Lead CRM modernization and migration initiatives, ensuring alignment with target-state architecture.
- Guide platform simplification, legacy retirement, and process transformation efforts.
5. Stakeholder Communication & Executive Advisory- Advise business and technology leaders on architecture strategy, risks, roadmaps, and solution decisions.
- Drive alignment across stakeholders, vendors, and delivery teams.
6. Vendor & Delivery Partner Guidance- Provide architecture oversight to vendors and delivery partners to ensure quality, consistency, and adherence to standards.
Qualifications WHAT YOU WILL BRING TO THE ROLE - 8+ years of experience in solution architecture, enterprise applications, CRM platforms, or related technology roles.
- Experience leading CRM, customer service, contact center, or digital platform transformation initiatives.
- Salesforce Service Cloud or comparable CRM experience preferred; financial services or automotive experience preferred.
- Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or a related field.
- Strong expertise in CRM architecture, integrations, data strategy, automation, governance, and modernization.
- Proven ability to define architecture roadmaps, influence technical decisions, and guide enterprise-scale implementations.
WE TAKE CARE OF OUR PEOPLE At HCA, our people drive our success. That's why we offer a competitive rewards package that supports your health, financial future, and overall wellbeing-at work and beyond.
Benefits Highlights- Hybrid flexibility - 4 days in office, 1 day remote
- Vehicle perks - monthly vehicle allowance plus purchase and lease discounts
- Comprehensive health coverage - medical, dental, and vision plans
- Employer-funded HSA contributions to help reduce healthcare costs
- 401(k) with company match and immediate vesting from day one
- 100% company-paid life and disability insurance
- Wellbeing benefits including fitness and health resources
- Leadership programs and career development that support continuous learning
- Paid Volunteer Time Off and a company charitable donation in your honor
Because great benefits help you thrive-personally and professionally. WHAT HAPPENS NEXT Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our culture, visit our careers page.
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