Domain Architect – Customer Service

We are looking for a Domain Architect – Customer Service to lead the architecture across CRM, case management, marketing, sales flows, and customer interaction channels in a large-scale transformation spanning Sweden and Denmark.

About the Role

As Domain Architect, you are responsible for defining and governing the customer domain architecture across:

• CRM
• Case Management
• Contact Center
• Self-Service Channels
• Marketing and Marketing Cloud (campaigns, journeys, activation)

You will play a key role in a major transformation program, driving the evolution from fragmented solutions to a modern, consistent, and scalable customer ecosystem covering both service, marketing, and sales.

Key Responsibilities

Own and drive the target architecture for:

• Case Management
• Contact Center
• Customer Interaction Channels
• Marketing Platforms and Campaign Architecture
• Architecture & Governance
• Define and enforce architecture decisions within the Customer domain
• Govern and review solution designs across multiple teams
• Support and contribute to architecture governance and ARB decisions
• Influence system, integration, and platform choices to ensure long-term scalability
• Alignment & Collaboration

Ensure alignment between:

• CRM
• Marketing Platforms (e.g., Marketing Cloud)
• Customer Data and Interaction Channels

In addition, you will:

• Align architectural direction between Sweden and Denmark
• Work across business and technology teams to drive alignment and decision-making

What Makes This Role Interesting

• Work in a large transformation program with high strategic importance
• Have strong influence across customer service, marketing, and sales architecture
• Operate in a complex CRM, MarTech, sales, and customer channel landscape
• Drive modernization towards API-driven and data-driven solutions
• Work across countries and domains, shaping the end-to-end customer lifecycle

Who You Are

You are an experienced architect who thrives in complex environments and can balance strategic thinking with practical decision-making.

We believe you have:

• Experience as a Domain Architect or Senior Solution Architect
• Customer Service and Contact Center solutions
• Marketing Platforms (e.g., Salesforce Marketing Cloud or similar)
• Customer Interaction Channels and Self-Service
• Working in large transformation programs
• Collaborating across business and IT functions
• Aligning stakeholders and driving decisions in complex environments

This is an opportunity to play a key role in shaping the future customer ecosystem, influencing the architecture across customer service, sales, marketing, and customer engagement in both Sweden and Denmark.

Startdatum: 2026-06-15

Slutdatum: 2026-12-31

Omfattning: 100%

Ort: Stockholm

Språk: Svenska och Engelska

Vi offererar löpande och ärendet kan komma att stängas ner innan satt deadline.

Under uppdraget kommer Ework Services (0,9%) att dras av från det totala fakturerade beloppet.

Vänligen ansök direkt via vårt system med:

- uppdaterat CV

- timpris (inkl. omkostnader)

- information kring tillgänglighet för att påbörja uppdraget