CRM Business Architect

CRM Business Architect

Practice: Accenture Song Service

Career Level: 8 - Associate Manager

Location: Dublin, Ireland

Overview

We are expanding the Accenture Song CRM practice in Ireland and are seeking a CRM Business Architect with a strong technology consulting background to help clients translate growth, customer and operational priorities into practical CRM capabilities, target architectures and transformation roadmaps.

This mid-senior combines business architecture, CRM strategy, marketing technology, enterprise AI and solution architecture. You will assess current capabilities, define pragmatic target states and design integrated solutions across CRM, data and AI ecosystems, working with senior stakeholders and specialist teams to turn business priorities into feasible transformation roadmaps and delivery plans.

Key Responsibilities

Business Architecture & Consulting

Lead discovery with senior business and technology stakeholders to define priorities, pain points, constraints and value opportunities.

Develop current- and future-state business architectures spanning customer journeys, capabilities, processes, operating model, governance, data and technology.

Translate business outcomes into prioritised roadmaps, architecture artefacts and executive recommendations that align stakeholders around a shared target state.

CRM Solution Architecture & Technology Strategy

Shape end-to-end CRM and martech architectures connecting customer experience, data, identity, content, decisioning, channels, workflow and integration.

Design interoperable solutions across major ecosystems, including Adobe Experience Cloud, Salesforce and Microsoft Dynamics 365. Adobe Workfront, AEP, AEM and AJO experience is particularly relevant.

Assess technology estates, define architecture principles and integration patterns, and recommend secure, scalable and operable platform solutions.

Enterprise AI & Intelligent Customer Architecture

Define enterprise AI architectures for customer engagement across intelligent profiles, governed data and context, models, agents, tools, workflows and channels.

Design secure MCP and integration layers and enterprise orchestration across events, decision engines, workflows, AI agents and human approval points.

Set production requirements for grounding, evaluation, observability, privacy, security, resilience, cost and responsible AI governance.

Solution Shaping, Delivery & Practice Leadership

Shape architecture-led opportunities and proposals, including scope, approach, estimates, risks, dependencies and value case.

Bridge strategy and implementation through architecture governance, design assurance and collaboration across product, design, data, engineering and delivery teams.

Strengthen the Song CRM practice through reusable methods, reference architecture and thought leadership.

We’re looking for an experienced technology consultant who can connect business outcomes, customer strategy and enterprise architecture. You will bring structure to ambiguity, move confidently between executive and technical conversations, and lead multidisciplinary teams from discovery through solution shaping and delivery.

4+ years’ experience across technology consulting, business or solution architecture, CRM, martech or enterprise transformation.

Strong business architecture capability, including current- and future-state assessment, capability and value-stream modelling, operating models, roadmaps and transition planning.

Practical solution architecture experience across customer platforms, data, cloud, APIs, integration and non-functional requirements in complex enterprise environments.

Depth in at least one leading CRM or martech ecosystem. Adobe Experience Cloud experience, particularly Workfront, Adobe Experience Platform, Adobe Experience Manager or Adobe Journey Optimizer, is highly desirable. Equivalent expertise in Salesforce, Microsoft Dynamics 365 or another major ecosystem is also valued.

Strong understanding of enterprise AI and intelligent customer architecture, including unified profiles, grounding and context management, MCP-based integration, agent and workflow orchestration, observability, security and responsible AI controls.

Ability to translate complex business and technical information into clear architecture options, executive recommendations, commercially sound proposals and feasible delivery plans.

Confidence influencing senior marketing, customer, data and technology stakeholders and facilitating decisions across competing priorities.

Desirable Qualifications

Relevant architecture, platform, data, AI or cloud certifications.

Experience using practical architecture methods and tools to model capabilities, processes, solutions and technology decisions.

Experience with agentic AI platforms, knowledge retrieval or graph patterns, event-driven integration, API management and enterprise workflow orchestration.

* Experience delivering transformation in regulated or complex sectors such as financial services, healthcare, retail, consumer goods or technology.