Zaelab is hiring a Digital Consulting Architect, CRM

The Digital Consulting Architect for CRM, reporting to the Director of Digital Consulting, is instrumental in driving transformative customer, service, and operational experiences for Zaelab's enterprise clients. This position serves as the primary technical expert for CRM and service workflow implementations using ServiceNow applications, encompassing Customer Service Management (CSM), Field Service Management (FSM), and Sales & Order Management (SOM). The Digital Consulting Architect will spearhead comprehensive technical strategy, solution design, and delivery execution for intricate digital transformation initiatives. Functioning as a strategic advisor, you will architect adaptable, contemporary, AI-enhanced CRM solutions seamlessly integrated with commerce platforms, ERP systems, and customer data environments. Your contributions directly impact client achievements, Zaelab's delivery excellence, and the progression of our ServiceNow and CPQ practices. Your Key Responsibilities - Solution & Project Delivery: Serve as the principal technical authority for CRM and workflow transformation efforts, representing Zaelab in client-facing architectural dialogues, solution evaluations, and technical decision-making processes. - Solution Design: Spearhead architectural and functional design for CSM, FSM, and SOM implementations, ensuring strategic alignment with business objectives, digital commerce goals, and platform optimization strategies. - Integration Architecture: Develop robust and secure architectural frameworks integrating commerce platforms, ERP systems, CDPs, middleware, and adjacent enterprise technological ecosystems. - Technical Discovery: Execute comprehensive technical assessments, evaluate existing processes, and formulate future-state strategic roadmaps for customer and service operations. - Hands-On Development: Execute configuration and technical development utilizing ServiceNow components (Flow Designer, REST/SOAP integrations, JavaScript, HTML/CSS, SSO, MID Server). - Issue Resolution: Diagnose and resolve complex technical challenges, maintaining consistent delivery momentum and exceptional quality outcomes. - Team Leadership: Guide and mentor developers, consultants, and cross-functional delivery teams on architectural patterns, technical practices, and quality standards. - Pre-Sales Support: Collaborate with Solution Engineering and Sales teams to scope engagements, propose architectural strategies, and communicate solution value to B2B clients. - Thought Leadership: Contribute to frameworks, reusable assets, client workshops, whitepapers, and ServiceNow/SaaS community forum participation. - Practice Collaboration: Engage closely with Engineering, Product, and practice leadership to shape delivery methodologies, architectural standards, and Zaelab accelerators. - Best Practices: Drive evolutionary improvements in templates, technical playbooks, and repeatable implementation patterns. Requirements Your Experience - 8+ years of enterprise consulting or solution architecture experience, including complex platform implementations and integrations. - Minimum 2 years focused on enterprise architecture, technical roadmaps, or large-scale transformation initiatives. - Robust functional and technical expertise in CSM, FSM, and/or SOM, preferably within B2B, Manufacturing, or Telecommunications sectors. - Digital commerce, service modernization, or customer experience transformation experience is highly advantageous. - Demonstrated capability to engage and influence senior stakeholders, translating complex requirements into actionable architectural plans. - Comprehensive knowledge of architectural principles, integration frameworks, and modern web technologies (JavaScript, XML, REST/SOAP, CSS, SSO, middleware, SaaS). - Proven experience designing or implementing AI-driven workflows or leveraging AI insights to enhance service operations. - Preferred: ServiceNow certifications (CIS-CSM, CIS-SOM, CSA, CAD), CPQ/ordering expertise, ITIL, or PRM/partner experience. Required Certifications (or obtained within designated timelines): - Certified System Administrator (within 60 days) - Certified Application Developer (within 90 days) - Certified Implementation Specialist – CSM & FSM (within 90 days) - Certified Technical Architect (within first year) Equivalent Certifications (if coming from other CRM ecosystems): - Salesforce Architect - Salesforce Service Cloud Consultant - Salesforce Field Service Lightning Benefits Why you'll love working here: - Unlimited Vacation/PTO - Full Health Benefits and 401k Fixed Percentage Plan (USA only) RRSP (Canada) - Fully remote and distributed teams - Paid Parental Leave - Ongoing training and education opportunities - 0% Bureaucracy Culture - Focus is on responsibilities, not title Like what you see but don't meet every requirement? Apply anyways! Studies have shown that various groups (women and people of colour) are less likely to apply to jobs unless they meet every requirement. At Zaelab, we're committed to building and fostering an inclusive accessible environment, where all employees feel valued, respected and supported. We are dedicated to creating a culture with a diversity of talented individuals who join, stay, and work in an environment that enables them to thrive. Zaelab is proud to be an equal-opportunity employer. We are committed to providing accommodations. If you require accommodation, we will work with you to meet your needs. We use E-Verify to confirm the identity and employment eligibility of all new USA hires. Please rest assured that we'll treat any information you share with us with the utmost care, only use your information for recruitment purposes and will never sell it to other companies for marketing purposes. Please review our privacy policy for future information.