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.
