Digital Consulting Architect, CRM

The Digital Consulting Architect, CRM, reporting to the Director, Digital Consulting, plays a critical role in delivering transformative customer, service, and operational experiences for Zaelab’s enterprise clients. This role serves as the primary technical authority for CRM and service workflow implementations involving ServiceNow applications, including Customer Service Management (CSM), Field Service Management (FSM), and Sales & Order Management (SOM).

The Digital Consulting Architect will lead end-to-end technical strategy, solution design, and delivery execution for complex digital transformation programs. Acting as a trusted advisor, you will architect scalable, modern, AI-enabled CRM solutions tightly integrated with commerce platforms, ERP systems, and customer data ecosystems. Your work directly influences client success, Zaelab’s delivery quality, and the evolution of our ServiceNow and CPQ practices.

Your Key Responsibilities

• Solution & Project Delivery: Serve as the primary technical authority for CRM and workflow transformation initiatives, representing Zaelab in client-facing architectural discussions, solution reviews, and technical decision-making.
• Solution Design: Lead architecture and functional design for CSM, FSM, and SOM implementations, ensuring alignment with business strategy, digital commerce goals, and platform best practices.
• Integration Architecture: Design scalable and secure architectures that integrate with commerce platforms, ERP systems, CDPs, middleware, and adjacent enterprise systems.
• Technical Discovery: Conduct technical assessments, evaluate current-state processes, and define future-state roadmaps for customer and service operations.
• Hands-On Development: Perform hands-on configuration and technical development leveraging ServiceNow components (Flow Designer, REST/SOAP integrations, JavaScript, HTML/CSS, SSO, MID Server).
• Issue Resolution: Troubleshoot complex technical issues, ensuring consistent delivery momentum and high-quality outcomes.
• Team Leadership: Mentor and guide developers, consultants, and cross-functional delivery teams on architecture patterns, technical practices, and quality standards.
• Pre-Sales Support: Partner with Solution Engineering and Sales teams to scope engagements, propose architecture approaches, and communicate solution value to B2B clients.
• Thought Leadership: Contribute to frameworks, reusable assets, client workshops, whitepapers, and participation in ServiceNow/SaaS community forums.
• Practice Collaboration: Work closely with Engineering, Product, and practice leadership to shape delivery methodologies, architecture standards, and Zaelab accelerators.
• Best Practices: Drive the evolution of templates, technical playbooks, and repeatable implementation patterns.

Requirements

Your Experience

• 8+ years of experience in enterprise consulting or solution architecture, including complex platform implementations and integrations.
• At least 2 years focused specifically on enterprise architecture, technical roadmaps, or large-scale transformation initiatives.
• Strong functional and technical expertise in CSM, FSM, and/or SOM, ideally within B2B, Manufacturing, or Telecommunications environments.
• Experience in digital commerce, service modernization, or customer experience transformation is a strong plus.
• Demonstrated ability to engage and influence senior stakeholders, translating complex requirements into actionable architectural plans.
• Deep knowledge of architecture 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 improve service operations.
• Nice to Have: 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.

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