Solution Architect, Customer Platforms

This is a fully remote position, open to applicants in Canada.

📋 Description

• Convert customer-facing business requirements into scalable and secure solution architectures across CRM, service and support, partner engagement, revenue operations, and digital experience platforms.

• Spearhead architecture for highly complex, non-routine, and often ambiguous initiatives, determining solution strategies, patterns, and decision frameworks where there is little precedent, while taking ownership of architectural direction within assigned work.

• Ensure solution outcomes are achieved through delivery by guiding key decisions, evaluating options and trade-offs, and confirming that implementation aligns with the intended business value.

• Craft end-to-end solutions that meet business, functional, and non-functional requirements, encompassing security, scalability, governance, customer experience, and revenue considerations.

• Assess and shape the utilization of emerging technologies necessary to enhance customer outcomes, business effectiveness, and platform capabilities, while balancing value, feasibility, complexity, and risk.

• Produce implementation-ready architecture artifacts for large and complex initiatives, including integration patterns, data flows, APIs, workflows, architecture diagrams, decision records, and risk mitigation strategies, to support effective delivery and uphold solution integrity throughout implementation.

• Evaluate, architect, and responsibly integrate intelligent (AI/ML) capabilities within customer workflows, emphasizing governed, human-in-the-loop usage, adequate oversight, auditability, and robust data governance to ensure responsible adoption in risk-sensitive activities.

• Collaborate with senior business and technical stakeholders to bridge business strategy and technical execution within the customer platforms domain, shaping architectural direction, assessing build, buy, and consolidation options, and aiding in roadmap and investment decisions.

• Articulate architectural trade-offs and recommendations in both business and technical terms, covering customer impact, risk, cost, time-to-value, and longer-term operational implications.

• Provide technical leadership through influence by mentoring architects and technologists, guiding architecture reviews, and promoting reusable customer platform patterns and practices across various functions while contributing to the advancement of architecture maturity within the domain.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, Business Technology, or a related field, or an equivalent combination of education and experience; advanced degree or relevant certification may be preferred.

• 7–10 years of progressive experience in solution architecture, customer platform architecture, or other advanced technical roles, with a proven track record of leading complex, cross-functional initiatives.

• Advanced and extensive solution architecture expertise, encompassing architecture modeling, customer journey and process design, data and integration architecture, API design, and non-functional requirements engineering.

• Significant experience designing intricate customer-facing solutions across one or more major platforms such as CRM, customer service and support, digital experience, partner engagement, or revenue operations, with the capability to apply that expertise across related domains.

• Strong understanding of contemporary integration and interoperability patterns, including API-first, event-driven, asynchronous, and workflow orchestration methodologies.

• Proven ability to address complex, non-routine, and undefined problems by establishing or refining methods, standards, and architectural approaches.

• Expert knowledge of governance, security, privacy, compliance, and control considerations in customer-facing solution design, including when to engage specialized architecture partners.

• Excellent communication and influence skills, with the capacity to guide decisions, align stakeholders, and provide expert architectural leadership without direct authority.

🏝️ Benefits

• Flexible vacation and Kinaxis Days (company-wide days off)

• Flexible work options

• Physical and mental well-being programs

• Regularly scheduled virtual fitness classes

• Mentorship programs, training, and career development

• Recognition programs and referral rewards

• Hackathons