Solutions Architect, CRM

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 were 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. Thats 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 Fords enterprise standards.

We are seeking an experienced Solutions Architect CRM to join the CX-Hub 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.

• 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

Note: This is a hybrid role based in Dearborn (Wagner Place West) with a requirement to be in the office 4 days a week as per the Global Work Arrangement Policy. This role has a UK based LL6 & LL5.

We recognize that no one person will embody every single quality or skill listed below. If you are passionate about customer experience architecture and have a strong foundation in CRM cloud platforms and enterprise solution design we encourage you to apply.

Education:

• Requires a bachelors or foreign equivalent degree in computer science information technology engineering or a technology-related field

Experience:

• 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

Required Technical Experience:

• 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

Preferred Experience:

• 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

You may not check every box or your experience may look a little different from what weve outlined but if you think you can bring value to Ford Motor Company we encourage you to apply!

As an established global company we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe or keep you close to home Will your career be a deep dive into what you love or a series of new teams and new skills Will you be a leader a changemaker a technical expert a culture builderor all of the above No matter what you choose we offer a work life that works for you including:

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 Years Day

Paid time off and the option to purchase additional vacation time.

For a detailed look at our benefits click here:Benefit Summary

* Please note: This position is hybrid (onsite four days per week) for candidates who are in commuting distance to a Ford hub location.

*Visa Sponsorship is provided for this role*

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race religion color age sex national origin sexual orientation gender identity disability status or protected veteran the United States If you need a reasonable accommodation for the online application process due to a disability please call 1-.

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