Senior Enterprise CRM Transformation Architect

BrainLake Advertising LLC; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

BrainLake Advertising LLC is seeking an experienced Functional CRM Solution Architect to lead the functional design and delivery of enterprise CRM solutions for large organizations. The role is client-facing and hands-on, focusing on how businesses sell, serve, and engage customers and turning that into a clear CRM solution.

You will lead discovery, shape the functional architecture, and ensure what gets built works for users.

Qualifications

• 10+ years in CRM or customer engagement.
• 6+ years in functional lead or architect roles.
• Enterprise CRM design experience for large multi-workstream programs.
• Deep knowledge of CRM platforms (Salesforce, Dynamics 365, SAP, Oracle CX, Pega).
• Consulting/SI background with enterprise clients.
• Strong CRM domain knowledge across sales, service, marketing, field service, and data management.
• Experience with requirements management in Jira or Azure DevOps.
• Excellent communication and facilitation skills.
• Ability to work independently in a contract capacity.

Responsibilities

• Lead discovery workshops with business stakeholders to understand objectives and requirements.
• Map and redesign end-to-end customer processes (lead-to-opportunity, quote-to-order, case management, service delivery, loyalty).
• Define functional CRM architecture across sales, service, marketing, and field ops.
• Support CRM platform selection and vendor assessment, including requirements and fit analysis.
• Conduct fit-gap analysis and balance out-of-the-box vs. configuration vs. custom development.
• Translate business requirements into functional designs, user stories, and acceptance criteria.
• Define functional data model, customer 360 view, roles and access, and business rules.
• Act as design authority for functional decisions across workstreams.
• Define integration and data migration requirements from a business perspective.
• Lead functional test strategy including UAT and system integration testing.
• Shape training, change management, and adoption plans post go-live.
• Contribute to solutioning, estimation, and scoping of new phases and changes.
• Identify opportunities to use AI/automation within CRM to improve outcomes.
• Advise clients on CRM best practice, operating model, and governance.
• Produce functional artefacts like process maps and design documents.

Skills

CRM strategy

Stakeholder management

Business process design

Process mapping (BPMN)

Communication & facilitation

Contractor mindset

Tools

Jira

Azure DevOps

Salesforce

Microsoft Dynamics 365

SAP Cloud

Oracle CX

Pega

Job description

BrainLake Advertising LLC is seeking an experienced Functional CRM Solution Architect to lead the functional design and delivery of enterprise CRM solutions for large organizations. The role is client-facing and hands-on, focusing on how businesses sell, serve, and engage customers and turning that into a clear CRM solution.

You will lead discovery, shape the functional architecture, and ensure what gets built works for users.