Functional CRM Solution Architect

About the Role

Brainlake is seeking an experienced Functional CRM Solution Architect for a contract position in Makkah, with work locations in Jeddah and Makkah. This role involves leading the functional design and delivery of enterprise CRM solutions for large, complex organizations. The ideal candidate will possess a deep understanding of customer engagement processes and translate this knowledge into well-designed CRM solutions.

Role Responsibilities

• Lead discovery workshops with business stakeholders to understand objectives, current processes, pain points, and customer engagement requirements.
• Map and redesign end-to-end customer processes, including lead-to-opportunity, quote-to-order, case management, service delivery, loyalty, and customer journeys.
• Define the functional CRM architecture across sales, service, marketing, and field operations capabilities.
• Support CRM platform selection and evaluation, encompassing requirements definition, vendor assessment, and fit analysis.
• Conduct fit-gap analysis and recommend the appropriate balance of out-of-the-box functionality, configuration, and custom development.
• Translate business requirements into functional designs, user stories, and acceptance criteria for delivery teams.
• Define the functional data model, customer 360 view, record ownership, roles and access, business rules, and process flows in collaboration with technical architects.
• Act as the design authority for functional decisions, managing scope, trade-offs, and change requests across workstreams.
• Define integration requirements from a business perspective, covering ERP, marketing automation, contact center, customer portals, and data platforms.
• Define data migration requirements, mapping, and validation from a business perspective.
• Lead test strategy from a functional perspective, including scenario design, system integration testing support, and user acceptance testing.
• Shape training, change management, and adoption plans to ensure effective solution usage post-go-live.
• Contribute to solutioning, estimation, and scoping of new phases and change requests.
• Identify opportunities for AI and automation within CRM to enhance productivity and customer outcomes.
• Advise clients on CRM best practices, operating models, and governance.
• Produce high-quality functional artifacts, such as process maps, functional design documents, requirements traceability, and decision logs.
• Collaborate with technical architects, developers, data, and delivery leads throughout discovery, design, build, testing, and hypercare phases.

Required Qualifications and Experience

• Over 10 years of experience in CRM or customer engagement, with at least 6 years in functional lead or architect roles.
• Demonstrated track record of leading the functional design of end-to-end enterprise CRM implementations on large-scale, multi-workstream programs.
• Deep implementation experience on at least one leading CRM platform (*, Salesforce, Microsoft Dynamics 365, SAP Sales & Service Cloud, Oracle CX, or Pega), with exposure to multiple platforms being an advantage.
• Experience in a consulting or systems integration environment, delivering for enterprise clients within a structured, client-facing delivery model.
• Strong knowledge of CRM domains, including sales, customer service, marketing, field service, and customer data management.
• Proficiency in business process design, including process mapping (*, BPMN) and requirements management in Jira or Azure DevOps.
• A working understanding of CRM data models, integration concepts, and platform capabilities to facilitate credible collaboration with technical teams.
• Experience leading workshops, fit-gap sessions, and user acceptance testing with senior business stakeholders.
• Excellent communication and facilitation skills, with the ability to influence both business and technical audiences.
• Ability to work independently in a contract capacity and quickly integrate into established client teams.

Preferred Qualifications

• CRM certifications, such as Salesforce Certified Consultant or Architect credentials, Microsoft Dynamics 365 functional certifications, or equivalents.
• Experience with CRM platform selection or managing multi-platform CRM landscapes.
• Experience with contact center, CDP, or marketing automation solutions.
• Industry experience in financial services, government, telecoms, or other regulated sectors.

Work Environment

This is a client-facing contract role that requires a hands-on approach within enterprise-scale transformation programs. The position demands accountability for outcomes and the ability to work effectively with multiple workstreams and demanding stakeholders.