Zaelab
Digital Consulting Architect, CRM
Zaelab is seeking a Digital Consulting Architect, CRM to report to the Director of Digital Consulting. The role is vital in delivering transformative customer, service, and operational experiences for our enterprise clients and 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).
Key Responsibilities
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.
Lead architecture and functional design for CSM, FSM, and SOM implementations, ensuring alignment with business strategy, digital commerce goals, and platform best practices.
Design scalable and secure architectures that integrate with commerce platforms, ERP systems, CDPs, middleware, and adjacent enterprise systems.
Conduct technical assessments, evaluate current‑state processes, and define future‑state roadmaps for customer and service operations.
Perform hands‑on configuration and technical development leveraging ServiceNow components (Flow Designer, REST/SOAP integrations, JavaScript, HTML/CSS, SSO, MID Server).
Troubleshoot complex technical issues, ensuring consistent delivery momentum and high‑quality outcomes.
Mentor and guide developers, consultants, and cross‑functional delivery teams on architecture patterns, technical practices, and quality standards.
Partner with Solution Engineering and Sales teams to scope engagements, propose architecture approaches, and communicate solution value to B2B clients.
Contribute to frameworks, reusable assets, client workshops, whitepapers, and participation in ServiceNow/SaaS community forums.
Work closely with Engineering, Product, and practice leadership to shape delivery methodologies, architecture standards, and Zaelab accelerators.
Drive the evolution of templates, technical playbooks, and repeatable implementation patterns.
Experience Requirements
8+ years of experience in enterprise consulting or solution architecture, including complex platform implementations and integrations.
At least 2 years focused specifically on enterprise architecture, technical roadmaps, or large‑scale transformation initiatives.
Strong functional and technical expertise in CSM, FSM, and/or SOM, ideally within B2B, Manufacturing, or Telecommunications environments.
Experience in digital commerce, service modernization, or customer experience transformation is a strong plus.
Demonstrated ability to engage and influence senior stakeholders, translating complex requirements into actionable architectural plans.
Deep knowledge of architecture principles, integration frameworks, and modern web technologies (JavaScript, XML, REST/SOAP, CSS, SSO, middleware, SaaS).
Proven experience designing or implementing AI‑driven workflows or leveraging AI insights to improve service operations.
Nice to Have: ServiceNow certifications (CIS‑CSM, CIS‑FSM, CSA, CAD), CPQ/ordering expertise, ITIL, or PRM/partner experience.
Required Certifications (to be obtained within designated timelines)
Certified System Administrator (within 60 days)
Certified Application Developer (within 90 days)
Certified Implementation Specialist – CSM & FSM (within 90 days)
Certified Technical Architect (within first year)
Equivalent Certifications (if coming from other CRM ecosystems)
Salesforce Architect
Salesforce Service Cloud Consultant
Salesforce Field Service Lightning
Benefits
Unlimited Vacation/PTO
Full Health Benefits and 401k Fixed Percentage Plan (USA only) & RRSP (Canada)
Fully remote and distributed teams
Paid Parental Leave
Ongoing training and education opportunities
Zero Bureaucracy Culture – Focus is on responsibilities, not title
Zaelab is proud to be an equal‑opportunity employer and is committed to providing accommodations. We use E‑Verify to confirm the identity and employment eligibility of all new USA hires. We treat your information with utmost care and will never sell it to other companies for marketing purposes. Please review our privacy policy.
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Key Responsibilities
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.
Lead architecture and functional design for CSM, FSM, and SOM implementations, ensuring alignment with business strategy, digital commerce goals, and platform best practices.
Design scalable and secure architectures that integrate with commerce platforms, ERP systems, CDPs, middleware, and adjacent enterprise systems.
Conduct technical assessments, evaluate current‑state processes, and define future‑state roadmaps for customer and service operations.
Perform hands‑on configuration and technical development leveraging ServiceNow components (Flow Designer, REST/SOAP integrations, JavaScript, HTML/CSS, SSO, MID Server).
Troubleshoot complex technical issues, ensuring consistent delivery momentum and high‑quality outcomes.
Mentor and guide developers, consultants, and cross‑functional delivery teams on architecture patterns, technical practices, and quality standards.
Partner with Solution Engineering and Sales teams to scope engagements, propose architecture approaches, and communicate solution value to B2B clients.
Contribute to frameworks, reusable assets, client workshops, whitepapers, and participation in ServiceNow/SaaS community forums.
Work closely with Engineering, Product, and practice leadership to shape delivery methodologies, architecture standards, and Zaelab accelerators.
Drive the evolution of templates, technical playbooks, and repeatable implementation patterns.
Experience Requirements
8+ years of experience in enterprise consulting or solution architecture, including complex platform implementations and integrations.
At least 2 years focused specifically on enterprise architecture, technical roadmaps, or large‑scale transformation initiatives.
Strong functional and technical expertise in CSM, FSM, and/or SOM, ideally within B2B, Manufacturing, or Telecommunications environments.
Experience in digital commerce, service modernization, or customer experience transformation is a strong plus.
Demonstrated ability to engage and influence senior stakeholders, translating complex requirements into actionable architectural plans.
Deep knowledge of architecture principles, integration frameworks, and modern web technologies (JavaScript, XML, REST/SOAP, CSS, SSO, middleware, SaaS).
Proven experience designing or implementing AI‑driven workflows or leveraging AI insights to improve service operations.
Nice to Have: ServiceNow certifications (CIS‑CSM, CIS‑FSM, CSA, CAD), CPQ/ordering expertise, ITIL, or PRM/partner experience.
Required Certifications (to be obtained within designated timelines)
Certified System Administrator (within 60 days)
Certified Application Developer (within 90 days)
Certified Implementation Specialist – CSM & FSM (within 90 days)
Certified Technical Architect (within first year)
Equivalent Certifications (if coming from other CRM ecosystems)
Salesforce Architect
Salesforce Service Cloud Consultant
Salesforce Field Service Lightning
Benefits
Unlimited Vacation/PTO
Full Health Benefits and 401k Fixed Percentage Plan (USA only) & RRSP (Canada)
Fully remote and distributed teams
Paid Parental Leave
Ongoing training and education opportunities
Zero Bureaucracy Culture – Focus is on responsibilities, not title
Zaelab is proud to be an equal‑opportunity employer and is committed to providing accommodations. We use E‑Verify to confirm the identity and employment eligibility of all new USA hires. We treat your information with utmost care and will never sell it to other companies for marketing purposes. Please review our privacy policy.
#J-18808-Ljbffr