Enterprise Architect

3 weeks ago

Atlanta, Georgia, United States Bose Full time

Bose is seeking a talented Enterprise Architect to lead the transformation and optimization of our customer engagement and customer relationship management architecture.

This is an exciting opportunity to play a key role in shaping our business and IT architecture focused on delivering enduring relationships for Bose customers with our brand, our company, and our products.

In this role, you will be responsible for defining and aligning technology solutions and roadmaps with key business objectives and KPIs in the customer support and customer engagement areas of our business.

You will closely partner with key business stakeholders across global customer service, marketing, sales, and IT functions to shape the corresponding technology strategy, build the architecture runway, and help plan the delivery of new capabilities while optimizing underlying technology investments.

As a leader, you will build relationships and influence, grow collaborative partnerships across and outside the organization, mentor other team members, and consistently act as a catalyst for change.

Key Responsibilities:

  • Define and align technology solutions with business objectives focused on improving CSAT and other customer engagement metrics.
  • Collaborate with customer service, marketing, sales, and IT teams to shape the customer engagement and customer support technology strategy.
  • Lead the cross-platform architectural design and provide implementation guidance using Core Salesforce CRM and accompanying Salesforce and other third-party technology solutions to unlock business value.
  • Guide the adoption of best practices leveraging Salesforce technologies to enhance customer experiences and related business process efficiency.
  • Build and maintain relationships across the organization, fostering collaboration and driving change.
  • Provide mentorship to other architects and technical leads across the organization.

Requirements:

  • Proven experience as an Enterprise Architect with a focus on customer engagement and support solutions.
  • Successful track record of designing, implementing, and optimizing architectures that drive customer satisfaction, help unlock and realize business value, and deliver effective ways of working to business stakeholders.
  • Direct experience within the consumer electronics industry or a related CPG sector is preferred.
  • Strong expertise in Salesforce products, particularly Core CRM, Service, Commerce, Experience, and Marketing Commerce clouds, and OMS.
  • Hands-on experience with Salesforce ecosystem technologies, including integration with third-party applications.
  • Experience in translating business requirements into technical solutions that enhance customer engagement.
  • Proven ability to collaborate with cross-functional teams to align technology solutions with business objectives.
  • Experience managing relationships with technology vendors and negotiating for optimal solutions.
  • Hands-on experience leading and managing organizational change related to the adoption of new customer support architectures.
  • Experience addressing security and compliance considerations in customer-facing solutions.
  • Experience modeling current and future state technology architectures, creating architectural artifacts, and defining reference and solution architectures.
  • Familiarity with SAFe methodology from an Enterprise Architecture perspective.
  • Implementation and enforcement of architectural governance processes.
  • Evidence of continuous learning and staying current with industry trends, particularly in customer support and engagement technologies.

Qualifications:

  • Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
  • 5 or more years of related work experience, with at least 3 years of experience building, deploying, and operating customer support or customer engagement solutions using Salesforce Products.
  • Relevant certifications in Enterprise Architecture (TOGAF or similar)
  • Architect-level certifications with core Salesforce products. Specifically, Service and Commerce clouds.
  • Strong communication skills, effective at explaining complex concepts to varied audiences and decision-makers.
  • Leadership ability to build relationships, inspire, grow, and coach others, and influence without authority.
  • Effective at building collaborative partnerships and navigating organizational structures to achieve shared goals and outcomes.

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