Can Provide technical leadership in the delivery of Customer Experience Solution (CRM, Digital, KM and other related technologies) for both firms' customers as well as business users Enable the design of conceptual architecture and technical solutions Manage CRM and web developers whose mission is to design, develop, implement, and maintain Customer Experience (customer and enterprise facing) Provide technical leadership in the delivery of Customer Experience Solutions Lead and provide technical oversight for web, application servers, CRM, CMS, and payment solutions as well as strong experience in integrated solutions utilizing middleware to integrate with ERP, billing, and other applications Understand internal and external customer pain-points; anticipates customer's needs and proactively design solutions Establish and maintain close working relationships with key stakeholders to understand business objectives, anticipate demand and rapidly respond with working solutions Develop an understanding of all integrated systems (such as ERP, Agent Desktop, Billing, Work & Asset Management) that will be impacted by the implementation and begin to plan for the retrofit and conversion that may need to occur Analyze requirements and aid in designing technical solutions to meet business goals, objectives and functional/non-functional requirements in alignment with architectural standards Designs, tests, and debugs Customer Experience interfaces Assists in day-to-day operations as troubleshooting problems arising from regular use, production support, and maintaining the Customer Experience platform Work with other team members and leaders, proactively identify and mitigate/resolve risks and issues Develops scripts for data merging and migration, and assist in the development of ERP interfaces to internal and external systems Documents all technical processes, requirements, flows and diagrams; develop appropriate requirements, design, testing and deployment documentation to support the solution delivery Identifies tasks and interrelationships to evaluate technical and cross-technical requirements Provide subject matter expertise to internal customers around implementation methodologies and how to successfully deploy CRM and CMS solutions Provides the operational support for developing and maintaining the enterprise information architecture related to Customer Experience Review and provide solution design for all boundary system integrations (ex: web services (SOAP/RESTFul)/service bus/microservices/API). Work closely and be in alignment with IT, other project and legacy architect(s) and business team. Drive and address any critical production issues which have been escalated to the project team post production while balancing new project delivery Provide recommendation for technology optimization/tuning. Lead performance enhancement initiates once solution in production Drive and perform products/new technologies/solutions proof of concept and evaluation.