Zaelab

Digital Consulting Architect, CRM

Zaelab

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Job Level

SeniorLead

Tech Stack

CloudERPJavaScriptServiceNowSOAP

About the role

  • 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.

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-SOM, CSA, CAD), CPQ/ordering expertise, ITIL, or PRM/partner experience.
  • Required Certifications (or 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
  • 0% Bureaucracy Culture - Focus is on responsibilities, not title

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
CRMworkflow transformationarchitecture designCSMFSMSOMJavaScriptHTMLCSSREST/SOAP
Soft skills
mentoringstakeholder engagementinfluencingcommunicationtechnical decision-makingproblem-solvingcollaborationleadershiporganizational skillsstrategic thinking
Certifications
Certified System AdministratorCertified Application DeveloperCertified Implementation Specialist – CSMCertified Implementation Specialist – FSMCertified Technical ArchitectSalesforce ArchitectSalesforce Service Cloud ConsultantSalesforce Field Service LightningITILCIS-CSM