What will you do?

We are seeking an experienced Domain Architect – Customer Engagement to lead the architecture of our customer-facing platforms and services. In this key role, you will define and drive the technology roadmap across CRM, contact centers, and customer master systems, ensuring they support seamless processes, high-quality data, and exceptional customer experiences.

The ideal candidate will work closely with business and IT stakeholders to translate customer service, sales, and operational needs into scalable, secure, and integrated technical solutions. You will shape architectural decisions across platforms such as Microsoft Dynamics 365, contact center systems, and enterprise data hubs to enable omnichannel engagement, operational excellence, and enterprise-wide customer data consistency.

Key Responsibilities

Architectural Leadership

• Define and maintain the architectural vision and roadmap for CRM, contact center, and customer master platforms.
• Lead initiatives to modernize customer engagement systems and establish a unified customer master supporting end-to-end business processes.
• Ensure customer solutions are secure, scalable, and enable omnichannel experiences (voice, email, chat, social, self-service).

Solution Design & Guidance

• Translate business and operational requirements into scalable, reusable, and process-aligned technical architectures.
• Provide guidance on CRM and master data system design, integrations, data governance, and workflow automation.
• Ensure systems support data accuracy, availability, and consistency across business functions.

Operational Systems & Data Integration

• Design and oversee customer master data models in alignment with enterprise data architecture.
• Support integration of customer data into operational systems and processes using APIs and event-driven patterns.

Collaboration & Stakeholder Engagement

• Partner with Customer Care, Marketing, Sales, and Operations to align technology with process and service goals.
• Work with enterprise architects, data teams, and delivery partners to ensure architectural cohesion.
• Participate in vendor evaluations and architectural due diligence for customer systems and platforms.

Governance & Best Practices

• Establish architecture compliant with privacy regulations (e.g. GDPR), data quality, and security standards.
• Contribute to architectural governance forums and enterprise-wide integration and MDM strategies.
• Stay up to date on emerging technologies in customer engagement, data management, and automation.
  
  

Who are you?

Experience

• 7+ years of experience in IT architecture, with deep expertise in CRM, contact center platforms, and enterprise system integration.
• Proven track record in Microsoft Dynamics and operational CRM transformations.
• Strong background in customer master data management, data modeling, and operational system integration.
• Hands-on experience with integration technologies (APIs, event-driven systems), workflow tools, and platforms such as Power Platform or RPA.

Technical Skills

• Strong understanding of customer master system architecture and MDM principles.
• Solid grasp of scalability, fault tolerance, security, and compliance.
• Experience designing integrated, scalable platforms across CRM, contact center, and enterprise systems.
• Knowledge of cloud deployment, platform integration, identity and access management, and data privacy/security.
• Familiarity with customer analytics, chatbot/AI solutions, and omnichannel platforms is a plus.

Soft Skills

• Excellent communication and stakeholder engagement skills.
• Strategic mindset with strong problem-solving, decision-making, and leadership abilities.
• Ability to bridge business strategy and technical architecture with clarity and influence.
• Demonstrated leadership in mentoring teams and guiding technical direction.

Preferred Skills

• Certifications in Microsoft Dynamics, Power Platform, MDM tools, or Azure architecture.
• Industry experience in logistics or similar domains.
• Experience working in Agile or SAFe environments.
• Understanding of customer KPIs, reporting, and enterprise data governance.

What do we offer?

Like a long-awaited parcel, we want to make you feel welcome and valued. Our offer includes a competitive monthly salary, that goes without saying. On top of that, you can count on:

• Meal vouchers of €8 per working day 
• Hospitalization-, group- and disability insurances 
• A phone subscription, including 25GB data 
• A flexible renumeration plan, which allows you to customize your own benefits. A company car, bike leasing, public transportation, extra days off,... the choice is yours 
• Possibility to enter the Federal Mobility plan 
• Work/life balance, thanks to flexible working hours and the possibility to work from home  
• 20 days of statutory leave and 7 additional extralegal days off  
• An end-of-year and performance-based bonus and double holiday pay  
• Many benefits from more than 100 bpost-partners 

#bpost #bnode #LI-BP6

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