Sr. Solution Architect (Customer Service Platform)

Sr. Solution Architect, Customer Service Platform

The Sr. Solution Architect, Customer Service Platform leads the CRM architecture strategy and target-state design supporting customer service and contact center operations. This role partners with business and technology stakeholders to deliver scalable, secure, and integrated solutions while establishing architecture standards, guiding technical decisions, and driving long-term platform modernization.

What You Will Do

• Define and lead the CRM target-state architecture, ensuring scalable, secure, and business-aligned solutions.
• Establish architecture standards, solution patterns, and platform roadmaps that support long-term growth and modernization.
• Govern solution architecture, technical standards, and design decisions across CRM initiatives.
• Ensure solutions meet security, compliance, performance, and scalability requirements.
• Define CRM integration and data strategies, including APIs, enterprise integrations, and customer data architecture.
• Partner with data and technology teams to support automation, analytics, and a unified customer experience.
• Lead CRM modernization and migration initiatives, ensuring alignment with target-state architecture.
• Guide platform simplification, legacy retirement, and process transformation efforts.
• Advise business and technology leaders on architecture strategy, risks, roadmaps, and solution decisions.
• Drive alignment across stakeholders, vendors, and delivery teams.
• Provide architecture oversight to vendors and delivery partners to ensure quality, consistency, and adherence to standards.

What You Will Bring To The Role

• 8+ years of experience in solution architecture, enterprise applications, CRM platforms, or related technology roles.
• Experience leading CRM, customer service, contact center, or digital platform transformation initiatives.
• Preferred: Salesforce Service Cloud or comparable CRM experience; financial services or automotive experience.
• Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or a related field.
• Strong expertise in CRM architecture, integrations, data strategy, automation, governance, and modernization.
• Proven ability to define architecture roadmaps, influence technical decisions, and guide enterprise-scale implementations.

Benefits

• Hybrid flexibility – 4 days in office, 1 day remote.
• Vehicle perks – monthly vehicle allowance plus purchase and lease discounts.
• Comprehensive health coverage – medical, dental, and vision plans.
• Employer-funded HSA contributions to help reduce healthcare costs.
• 401(k) with company match and immediate vesting from day one.
• 100% company-paid life and disability insurance.
• Wellbeing benefits including fitness and health resources.
• Leverage programs and career development that support continuous learning.
• Paid Volunteer Time Off and a company charitable donation in your honor.

Other Details

• Our Company is an equal opportunity employer committed to fostering a diverse, inclusive, and respectful workplace.
• Information provided during the application process is requested in good faith and will be used solely in accordance with applicable employment laws.
• This notice only applies to our applicants who reside in the State of California.
• We are providing this notice to comply with the California Consumer Privacy Act of 2018, as amended by the California Privacy Rights Act of 2020.
• If you have any questions about CCPA regarding California residents or HCA team members, please contact the Privacy Team at Privacy2@hcs.com.
• This Privacy Policy provides notice, at or before the point of collection, about the categories of personal information to be collected from you, the purposes for which your personal information is collected or used, and whether that information is sold or shared, so that you can exercise meaningful control over our use of your personal information.