CRM Architecture & AI Transformation Lead

Accenture PLC; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Accenture SongService in Dublin, Ireland, is expanding its CRM practice and seeks a CRM Business Architect to translate growth and customer priorities into practical CRM capabilities, target architectures and transformation roadmaps. This mid‑senior role combines business architecture, CRM strategy, marketing technology, and enterprise AI to design integrated solutions across CRM, data and AI ecosystems.

You will assess current capabilities, shape current- and future-state architectures, and

Qualifications

• 4+ years’ experience across technology consulting, business or solution architecture, CRM, martech or enterprise transformation.
• Strong business architecture capability, including current- and future-state assessment, capability and value-stream modelling, operating models, roadmaps and transition planning.
• Practical solution architecture experience across customer platforms, data, cloud, APIs, integration and non-functional requirements in complex enterprise environments.
• Depth in at least one leading CRM or martech ecosystem. Adobe Experience Cloud experience, particularly Workfront, Adobe Experience Platform, Adobe Experience Manager or Adobe Journey Optimizer, is highly desirable. Equivalent expertise in Salesforce, Microsoft Dynamics 365 or another major ecosystem is also valued.
• Strong understanding of enterprise AI and intelligent customer architecture, including unified profiles, grounding and context management, MCP-based integration, agent and workflow orchestration, observability, security and responsible AI controls.
• Ability to translate complex business and technical information into clear architecture options, executive recommendations, commercially sound proposals and feasible delivery plans.
• Confidence influencing senior marketing, customer, data and technology stakeholders and facilitating decisions across competing priorities.

Responsibilities

• Lead discovery with senior business and technology stakeholders to define priorities, pain points, constraints and value opportunities.
• Develop current- and future-state business architectures spanning customer journeys, capabilities, processes, operating model, governance, data and technology.
• Translate business outcomes into prioritised roadmaps, architecture artefacts and executive recommendations that align stakeholders around a shared target state.
• Shape end-to-end CRM and martech architectures connecting customer experience, data, identity, content, decisioning, channels, workflow and integration.
• Design interoperable solutions across major ecosystems, including Adobe Experience Cloud, Salesforce and Microsoft Dynamics 365. Adobe Workfront, AEP, AEM and AJO experience is particularly relevant.
• Assess technology estates, define architecture principles and integration patterns, and recommend secure, scalable and operable platform solutions.
• Define enterprise AI architectures for customer engagement across intelligent profiles, governed data and context, models, agents, tools, workflows and channels.
• Set production requirements for grounding, evaluation, observability, privacy, security, resilience, cost and responsible AI governance.
• Shape architecture-led opportunities and proposals, including scope, approach, estimates, risks, dependencies and value case.
• Bridge strategy and implementation through architecture governance, design assurance and collaboration across product, design, data, engineering and delivery teams.
• Strengthen the Song CRM practice through reusable methods, reference architecture and thought leadership.
• We’re looking for an experienced technology consultant who can connect business outcomes, customer strategy and enterprise architecture.

Skills

CRM architecture

Technology consulting

Stakeholder engagement

Enterprise AI

Solution architecture

Tools

Adobe Experience Cloud

Salesforce

Microsoft Dynamics 365

Adobe Workfront

AEP

AEM

Adobe Journey Optimizer

Job description

Accenture SongService in Dublin, Ireland, is expanding its CRM practice and seeks a CRM Business Architect to translate growth and customer priorities into practical CRM capabilities, target architectures and transformation roadmaps. This mid‑senior role combines business architecture, CRM strategy, marketing technology, and enterprise AI to design integrated solutions across CRM, data and AI ecosystems.

You will assess current capabilities, shape current- and future-state architectures, and