CRM Back Office Architect

Role: CRM Back Office Architect
Location: King of Prussia, PA (Onsite - 1 week/month)
Duration: 12 month contract

Job Description:
We are seeking a CRM Back Office Architect to design and lead the architecture of end-to-end CRM and Account Management solutions within a tolling ecosystem. This role will translate complex tolling business requirements into scalable CRM solutions while integrating with multiple enterprise and external platforms. The ideal candidate will bring deep expertise in CRM architecture, back-office systems, and high-volume transaction environments.

Key Responsibilities
Architecture & Solution Design

• Design and lead architecture for CRM and Account Management systems, covering account creation, billing, customer segmentation, violation management, and contact center operations.
• Translate complex tolling business rules into scalable CRM configurations and integrations.
• Architect integrations with external systems including payment gateways, call center platforms, and LPR/tolling technologies.
• Define and support customer lifecycle management processes such as onboarding, transaction reconciliation, dispute resolution, and self-service capabilities.
• Ensure modular, scalable, and highly available cloud-based architecture with strong performance and disaster recovery strategies.

CRM & Contact Center Integration

• Architect and support integration between CRM platforms and contact center applications.
• Enable real-time data synchronization and seamless customer context transfer to optimize agent workflows in high-volume support environments.

Technical Leadership

• Act as the CRM and Account Management Subject Matter Expert (SME) across architecture, design, and implementation.
• Provide architectural guidance on features, user stories, and technical specifications.
• Collaborate with enterprise architects and cross-functional teams to support platform upgrades and system modernization initiatives.

Program & Platform Support

• Support architecture initiatives for UBOS expansion programs, including:
  • Mileage-Based User Fees (MBUF)
  • Road Usage Charging (RUC)
  • UBOS Software as a Service (UBOSaaS)
• Participate in project planning, design reviews, and enterprise architecture governance.
• Monitor system performance and recommend improvements for scalability, efficiency, and cost optimization.

Documentation & Compliance

• Produce and maintain architecture documentation including:
  • Technical and functional design documents
  • Architecture diagrams
  • Test plans and scripts
  • Impact analysis reports
  • Best practices and lessons learned
• Ensure compliance with organizational standards, policies, and procedures.

Required Experience

• 10+ years of CRM Back Office and Account Management experience (functional and technical).
• 10+ years of enterprise Back Office Systems Architecture experience.
• 5+ years working with RUC / MBUF back-office systems.
• 5+ years supporting multi-tenant CRM deployments.
• Strong ability to collaborate with technical and business stakeholders.
• Experience with Microsoft Office 365 tools (Teams, Word, Excel, PowerPoint) and Azure DevOps (ADO) Testing Module.

Preferred Qualifications

• 5+ years of experience in tolling back-office projects.
• Experience with enterprise platforms such as:
  • SAP
  • Microsoft Dynamics 365
  • Microsoft Copilot
• Familiarity with ITIL / ITSM practices.

Education & Certifications

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• Solution Architecture certification preferred (e.g., TOGAF).
• Equivalent experience may be considered.