Solutions Architect, CRM

Ford • Dearborn, MI

12h • Hybrid

About The Position

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves, and build a better world – together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?
Do you believe exceptional customer experiences begin with well-designed technology ecosystems? We do! Transforming the customer journey requires scalable platforms, modern cloud architectures, and integrated solutions that connect people, processes, and systems across every channel. That’s where the CX-Hub portfolio makes an impact. We partner with business and product teams to build customer-focused technology solutions that are secure, reliable, scalable, and aligned with Ford’s enterprise standards.
We are seeking an experienced Solutions Architect – CRM to join the CX-Hub portfolio. In this role, you will translate business needs into architecture-based solutions that align with Ford Motor Company patterns, standards, and strategic technology direction. You should have a strong technical and business background and demonstrate experience in customer relationship management, contact-center technologies, cloud architecture, APIs, and enterprise application integration.
Responsibilities include defining end-to-end architecture for new products and capabilities; developing future-state strategies and architecture blueprints; and partnering with product teams, business stakeholders, architects, and technology-delivery teams to deliver scalable customer-experience solutions. By combining technical acumen, business understanding, and industry best practices, you will help Ford mature its architecture capabilities and deliver reliable, integrated, customer-centered platforms at scale.

Requirements

• Requires a bachelor’s or foreign equivalent degree in computer science, information technology, engineering, or a technology-related field
• 2+ years of Call Center technology experience
• 2+ years of experience with Microsoft Dynamics
• Experience working with Contact Center as a Service (CCaaS) technology
• Experience working with Agile teams in a product-driven organization
• Experience developing and communicating architecture strategies, technical designs, roadmaps, and future-state solution blueprints
• Demonstrated ability to work on multiple initiatives simultaneously in a large, complex IT environment
• Strong leadership, team-building, project-planning, and stakeholder-management skills, with the ability to lead through influence
• Excellent verbal, written, and presentation communication skills
• Ability to work independently while contributing effectively within cross-functional and globally distributed teams
• Experience with Azure and Google Cloud Platform ecosystems
• Knowledge of emerging technologies, cloud architectures, virtualization technologies, and enterprise integration patterns
• Understanding of APIs, web services, microservices, and system-integration concepts
• Experience using Jira or similar Agile planning and work-management tools
• Ability to research emerging technologies, assess their potential value, and provide clear insights and recommendations to business stakeholders
• Broad and deep understanding of business and technical concepts across multiple specialized areas to develop solutions to complex problems and design issues
• Ability to provide architectural direction and accountability for strategic application architecture plans, system design, and implementation
• Basic knowledge of project-management processes, including developing plans and tracking work through completion
• Knowledge of customer-experience best practices
• Familiarity with AI and process automation, including Ford AI policies and best practices

Nice To Haves

• Familiarity with Ford technology standards and current and future Ford technology environments
• Experience with Salesforce and YouDesign
• Knowledge of data supply chain, analytics tools, and customer-data integration concepts
• Knowledge of Agile development practices, including Test-Driven Development, Continuous Integration/Continuous Deployment, and Minimum Viable Product delivery
• Agile certification
• IT architecture experience grounded in software craftsmanship principles
• 5+ years working in large-scale, diverse IT environments
• Understanding of the Software Development Lifecycle
• Experience supporting customer-experience platforms, digital channels, CRM systems, call-center platforms, or enterprise customer-service capabilities

Responsibilities

• Understand and build the end-to-end business and technical landscape for the CX-Hub portfolio, using business and technical acumen to develop portfolio strategies
• Partner with business stakeholders and product teams to understand requirements and define architecture-based solutions aligned with Ford patterns, standards, and business objectives
• Define, assemble, and integrate solution components, including software, hardware, APIs, web services, availability, scalability, reliability, and operational considerations
• Develop and communicate architecture designs for new products, features, integrations, and customer-experience capabilities
• Lead product teams in defining future-state strategies, architecture roadmaps, and solution blueprints
• Assess current-state capabilities and work with business and product teams to develop a roadmap toward the desired future state
• Diagram and articulate architecture strategy, vision, user journeys, integration patterns, and technical flows using tools such as Visio and Miro
• Support channel strategy and integration delivery across customer-facing platforms and services
• Collaborate with other architects and technology-delivery teams to define architectural approaches, evaluate options, and implement effective solutions
• Participate in vendor solution-evaluation processes and provide architecture recommendations based on technical fit, business value, scalability, and enterprise standards
• Work with Agile teams in a product-driven organization to shape solution direction, manage dependencies, and support incremental delivery
• Identify business requirements, operational impacts, and system changes required to meet customer and enterprise objectives
• Lead problem-solving activities through influence, helping teams remove blockers and resolve complex business and technical issues
• Apply knowledge of AI and process automation, including Ford AI policies and best practices, to identify opportunities that improve customer experiences and operational efficiency
• Collaborate effectively with hybrid and globally distributed teams, including leadership partners based in the United Kingdom

Benefits

• Immediate medical, dental, and prescription drug coverage
• Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Vehicle discount program for employees and family members, and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
• Paid time off and the option to purchase additional vacation time.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior