Mastek—Solution Architect - CRM Oracle CX (Functional)

Job description

Description: Job Title Solution Architect – CRM Oracle CX (Functional) Expected Work Experience 12 to 15 Years Job Location India Job Summary The Solution Architect – CRM Oracle CX (Functional) will be responsible for designing and governing end-to-end Oracle CX/CRM solutions that align with business objectives and enterprise architecture standards. The role will focus on translating business requirements into scalable, secure, and high-performing Oracle CX architectures across sales, service, marketing, and customer experience domains. Candidate must have relevant experience of 12 to 15 Years. Key Responsibilities - Lead the functional solution design for Oracle CX/CRM implementations, upgrades, and transformations. - Translate complex business requirements into robust Oracle CX architectural blueprints and functional designs. - Define end-to-end solution architecture across Oracle CX modules (e.g., Sales, Service, Marketing, CPQ, Loyalty) and integrations with upstream/downstream systems. - Conduct requirement workshops with business and IT stakeholders to capture, validate, and prioritize functional needs. - Provide architectural governance and review of functional designs, configurations, and customizations to ensure alignment with best practices. - Collaborate with technical architects, integration teams, and data architects to define integration patterns, data flows, and security models. - Create and maintain solution design documents, process flows, use cases, and configuration workbooks for Oracle CX. - Define and enforce standards for data quality, customer 360 view, and master data usage within CRM solutions. - Support pre-sales activities by shaping solution proposals, effort estimates, and high-level architectures for Oracle CX opportunities. - Guide and mentor functional consultants and configuration teams during implementation and rollout phases. - Participate in design reviews, impact assessments, and change control processes for enhancements and new features. - Ensure solutions are scalable, performant, secure, and compliant with organizational and regulatory requirements. - Work closely with business stakeholders to define roadmaps, release plans, and continuous improvement initiatives for CRM capabilities. - Support testing strategy by validating functional scenarios, solution integrity, and end-to-end customer journeys. - Provide thought leadership on Oracle CX capabilities, product roadmap, and industry best practices in CRM and customer experience. Other Capabilities - Strong domain knowledge in CRM and customer experience processes across sales, service, and marketing. - Ability to operate as a trusted advisor to senior business stakeholders and influence strategic CRM decisions. - Excellent communication and facilitation skills to lead workshops, design sessions, and stakeholder presentations. - Proven ability to work in distributed, cross-functional teams and manage multiple initiatives concurrently. - Strong analytical and problem-solving skills with a structured and detail-oriented approach. - Ability to balance conceptual architecture thinking with hands-on functional configuration oversight. - Experience working in agile or hybrid delivery models for CRM implementations. - Capability to document complex solutions in a clear, concise, and business-friendly manner. Qualifications and Skills - Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field; master’s degree is an advantage. - Extensive functional experience with Oracle CX/CRM platforms, including configuration and solution design. - Strong understanding of Oracle CX modules such as Sales Cloud, Service Cloud, Marketing, CPQ, and related customer experience capabilities. - Hands-on experience in designing and implementing integrations between Oracle CX and ERP, middleware, and third-party applications. - Solid understanding of CRM data models, customer master, data governance, and reporting/analytics needs. - Familiarity with security, access control, and compliance considerations in CRM solutions. - Experience in leading or contributing to large-scale Oracle CX/CRM transformation programs. - Relevant Oracle CX/CRM certifications are preferred. - Security Clearance Required: None.