Senior Manager, Solution Architect, Customer Experience Center (CxC)

nes, executes, and measures business and technology solutions running on the CRM platforms. The role acquires and enhance or develop reference models for Salesforce cloud (specifically Sales Cloud, Data Cloud, Marketing Cloud, Commerce cloud) aligned with Enterprise Architecture establishing a strategic foundation. The Senior Manager collaborates with Business departments, and IT CxC Engineers in solution design.

The Senior Manager ensures consistent integration methods within and across platforms, develops and enhances the Business Driven Development (BDD) concept to meet business needs, adheres to benchmark performance and reliability standards, and maintains acceptable service levels. Additionally, the role establishes Quality Assurance testing methods with IT Operations. Finally, the Solution Architect partners with IT peers globally to design reusable solutions with consistent integration to Brother Japan.

WHAT YOU'LL DO

Solution Design and Planning:

• Perform Integration design related to CXC/CRM Solutions in compliance with architecture models and norms.

• Design and architect end-to-end integration solutions to connect CXC/CRM systems with other enterprise applications, databases, and external systems.

• Develop integration strategies that ensure data consistency, accuracy, and security across multiple systems and platforms.

• Implement middleware and integration tools to facilitate seamless data exchange and interoperability between CXC/CRM modules and external systems.

• Plan & manage CXC/CRM Architecture initiatives.

• Plan and understand platform upgrades with solid risk mitigation plans.

• Perform regular audit of ERP landscape to gain insight into usage models, ability for cost recovery.

Benchmark Performance:

• Test and benchmark solutions achieving acceptable performance levels.

• Define key performance indicators (KPIs) and metrics to measure the performance and effectiveness of CXC systems.

• Conduct regular assessments and benchmarking exercises to evaluate the performance, scalability, and reliability of CXC / CRM solutions.

• Identify areas for improvement and optimization based on performance benchmarks and industry best practices.

Partnership and Collaboration:

• Perform Fit/Gap analysis required for solution design and planning.

• Perform CXC / CRM solution design working with business and technology experts.

• Acquire & enhance or develop reference models to guide solution design and planning.

• Partner with IT peers globally designing reusable solutions with consistent integration to Brother Japan.

• Perform CXC / CRM solution design working with business and technology experts.

• Acquire and enhance or develop reference models to guide solution design and planning.

• Partner with IT peers globally designing reusable solutions with consistent integration to Brother Japan.

• Participate in IT related initiatives and meetings.

ABOUT OUR IDEAL CANDIDATE

Education

• Bachelor's Degree in Engineering, or related field.

Experience

• Minimum 8 years in CxC Solution Architect with large enterprise. (Preferred)

Licenses & Certifications

• Salesforce Data Cloud, Commerce Cloud Certified Architect (Preferred)

• The Open Group Certified - TOGAF Certified (Preferred)

Software/Technical Skills

• Enterprise Architecture Design tools

• (CRM) Customer Relationship Management Systems (Sitecore, Salesforce, MS Azure Websites, Content Management Systems)

• Jira Issue & Project Tracking Software (Preferred)

Other Skills, Knowledge, & Abilities

• CRM Solution Modeling

• Business Analysis

• Excellent Communications Skills

• Training Development & Instruction

ADDITIONAL DETAILS FOR THIS ROLE

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid

• The salary (or hiring) range for this position is $150,000 - $170,000 per year.

• Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data

• This position is eligible to participate in the relevant Brother variable pay incentive plan(s). Applicable bonus awards are discretionary and contingent upon 1) achievement of your individual objectives and 2) Brother achieving its corporate and business-level objectives

• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2024/guidebook/

WHAT WE OFFER OUR EMPLOYEES

At Brother USA, we believe in investing in our employees and providing them with an environment that fosters growth, creativity, and a healthy work-life balance. Here are some of the benefits of working with us:

• Competitive Compensation: We offer a competitive salary and bonus program to reward your hard work and dedication.

• Comprehensive Benefits: Our benefits package includes health, dental, and vision insurance, as well as a 401(k) plan with company match.

• Professional Development: We're committed to helping you grow in your career with opportunities for training and development.

• Work-Life Balance: We support your well-being with flexible work arrangements and a focus on work-life balance.

• Employee Engagement: Join a team that values your contributions and celebrates success together.

Learn more about our benefits: https://careers.brother-usa.com/benefits

Learn more about life at Brother: https://careers.brother-usa.com/lifeatbrother

Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit [2]https://www.brother.com.

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.