For a leading Belgian organization (company name anonymized), we are looking for a Lead Solution Architect to drive the CRM domain transformation. This permanent position replaces an interim manager and plays a pivotal role in two major contact center programs: the migration to Microsoft Dynamics 365 and the migration of the legacy Genesys telephony voice system.
Beyond project delivery, the architect will ensure long-term architectural coherence, supporting evolutive improvements and maintaining the CRM landscape in close collaboration with the Domain Architect. The role is based in Brussels.
Analyze business needs and existing systems to deeply understand stakeholder requirements and challenges
Represent organizational interests towards integrators in both project and Center of Excellence (CoE) modes
Design future-proof CRM solutions aligned with the CRM transformation roadmap and central digital stack
Conduct fit/gap analyses covering target processes, solution architecture, integration design, migration approach, and non-functional requirements (e.g., performance)
Ensure product modeling in line with the Product/Capability model to guarantee consistency and reusability
Collaborate with Enterprise and Technical Architects to evaluate and select appropriate technologies and frameworks
Integrate designed solutions effectively into the existing IT landscape
Document architectural decisions and communicate clearly with all stakeholders
Facilitate workshops and consultations to ensure proper understanding and implementation
Drive continuous improvement and innovation using new technologies and methodologies
Support and guide the up-skilling of internal teams
Provide architectural support for evolutive changes and ongoing landscape maintenance
Minimum 10 years of hands-on experience
Minimum 10 years in a similar Solution Architect role
Experience in multiple large-scale CRM implementation projects (1000+ man-days) with structured, milestone-driven delivery
Strong expertise in Microsoft Dynamics 365 Sales, Marketing, and Customer Service
Strong expertise in Microsoft Power Platform
Microsoft Dynamics 365 Solution Architect Expert certification
Microsoft Dynamics 365 Sales, Marketing, and Customer Service certifications
Microsoft Dynamics 365 Power Apps certification
TOGAF certification or equivalent experience
Ability to work independently and within project teams, with strong ownership and accountability
Fluent in English
Fluency in French
Fluency in Dutch
Proven coaching skills and experience working closely with colleagues
Experience in complex contact center environments
Additional enterprise architecture certifications
Experience in telephony system migration projects
Experience working in large transformation programs
