Solution Architect - CRM Oracle CX (Functional)

Mastek Limited; India; On-site; INR 4,000,000 - 6,000,000; Full time

Job summary

Mastek Limited is seeking a Solution Architect – CRM Oracle CX (Functional) in India with 12–15 years of experience to design and govern end-to-end Oracle CX/CRM solutions that align with business objectives and enterprise architecture standards.

The role focuses on translating requirements into scalable, secure Oracle CX architectures across sales, service, marketing, and customer experience domains, with strong governance and collaboration with cross‑functional teams.

Qualifications

• 12–15 years of IT experience with strong CRM domain expertise.
• Hands-on Oracle CX configuration and solution design.
• Experience leading large CRM transformation programs.
• Excellent stakeholder management and workshop facilitation.

Responsibilities

• Lead the functional solution design for Oracle CX/CRM implementations, upgrades, and transformations.
• Translate complex business requirements into robust Oracle CX architectural blueprints and functional designs.
• Define end‑to‑end solution architecture across Oracle CX modules (Sales, Service, Marketing, CPQ, Loyalty) and integrations with upstream/downstream systems.
• Conduct requirement workshops with business and IT stakeholders to capture, validate, and prioritize functional needs.
• Provide architectural governance and review of functional designs, configurations, and customizations to ensure alignment with best practices.
• Collaborate with technical architects, integration teams, and data architects to define integration patterns, data flows, and security models.
• Create and maintain solution design documents, process flows, use cases, and configuration workbooks for Oracle CX.
• Define and enforce standards for data quality, customer 360 view, and master data usage within CRM solutions.
• Support pre‑sales activities by shaping solution proposals, effort estimates, and high‑level architectures for Oracle CX opportunities.
• Guide and mentor functional consultants and configuration teams during implementation and rollout phases.
• Participate in design reviews, impact assessments, and change control processes for enhancements and new features.
• Ensure solutions are scalable, performant, secure, and compliant with organizational and regulatory requirements.
• Work closely with business stakeholders to define roadmaps, release plans, and continuous improvement initiatives for CRM capabilities.
• Support testing strategy by validating functional scenarios, solution integrity, and end‑to‑end customer journeys.
• Provide thought leadership on Oracle CX capabilities, product roadmap, and industry best practices in CRM and customer experience.

Skills

CRM domain

Oracle CX

Solution architecture

Stakeholder mgmt

Pre-sales

Governance

Security & compliance

Agile delivery

Education

Bachelor in CS/IT/Engineering

Master's degree advantageous

Job description

Job Title

Solution Architect – CRM Oracle CX (Functional)

Expected Work Experience

12 to 15 Years

Job Location

India

Job Summary

The Solution Architect – CRM Oracle CX (Functional) will be responsible for designing and governing end-to-end Oracle CX/CRM solutions that align with business objectives and enterprise architecture standards. The role will focus on translating business requirements into scalable, secure, and high‑performing Oracle CX architectures across sales, service, marketing, and customer experience domains. Candidate must have relevant experience of 12 to 15 Years.

Key Responsibilities

• Lead the functional solution design for Oracle CX/CRM implementations, upgrades, and transformations.
• Translate complex business requirements into robust Oracle CX architectural blueprints and functional designs.
• Define end‑to‑end solution architecture across Oracle CX modules (e.g., Sales, Service, Marketing, CPQ, Loyalty) and integrations with upstream/downstream systems.
• Conduct requirement workshops with business and IT stakeholders to capture, validate, and prioritize functional needs.
• Provide architectural governance and review of functional designs, configurations, and customizations to ensure alignment with best practices.
• Collaborate with technical architects, integration teams, and data architects to define integration patterns, data flows, and security models.
• Create and maintain solution design documents, process flows, use cases, and configuration workbooks for Oracle CX.
• Define and enforce standards for data quality, customer 360 view, and master data usage within CRM solutions.
• Support pre‑sales activities by shaping solution proposals, effort estimates, and high‑level architectures for Oracle CX opportunities.
• Guide and mentor functional consultants and configuration teams during implementation and rollout phases.
• Participate in design reviews, impact assessments, and change control processes for enhancements and new features.
• Ensure solutions are scalable, performant, secure, and compliant with organizational and regulatory requirements.
• Work closely with business stakeholders to define roadmaps, release plans, and continuous improvement initiatives for CRM capabilities.
• Support testing strategy by validating functional scenarios, solution integrity, and end‑to‑end customer journeys.
• Provide thought leadership on Oracle CX capabilities, product roadmap, and industry best practices in CRM and customer experience.

Other Capabilities

• Strong domain knowledge in CRM and customer experience processes across sales, service, and marketing.
• Ability to operate as a trusted advisor to senior business stakeholders and influence strategic CRM decisions.
• Excellent communication and facilitation skills to lead workshops, design sessions, and stakeholder presentations.
• Proven ability to work in distributed, cross‑functional teams and manage multiple initiatives concurrently.
• Strong analytical and problem‑solving skills with a structured and detail‑oriented approach.
• Ability to balance conceptual architecture thinking with hands‑on functional configuration oversight.
• Experience working in agile or hybrid delivery models for CRM implementations.
• Capability to document complex solutions in a clear, concise, and business‑friendly manner.

Qualifications and Skills

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field; master’s degree is an advantage.
• Extensive functional experience with Oracle CX/CRM platforms, including configuration and solution design.
• Strong understanding of Oracle CX modules such as Sales Cloud, Service Cloud, Marketing, CPQ, and related customer experience capabilities.
• Hands‑on experience in designing and implementing integrations between Oracle CX and ERP, middleware, and third‑party applications.
• Solid understanding of CRM data models, customer master, data governance, and reporting/analytics needs.
• Familiarity with security, access control, and compliance considerations in CRM solutions.
• Experience in leading or contributing to large‑scale Oracle CX/CRM transformation programs.
• Relevant Oracle CX/CRM certifications are preferred.
• Security Clearance Required: None.