Customer Relationship Management (CRM) Back Office Architect at Middletown, PA - Hybrid (15+ Years)

Job Title: Customer Relationship Management (CRM) Back Office Architect (15+ Years)

Duration: Long Term

Location: Middletown, PA - Hybrid

Description of Duties

• Design and lead the architecture of end-to-end CRM and Account Management solutions within the UBOS tolling ecosystem, addressing core functions such as account creation, billing, customer segmentation, violation enforcement, and contact center operations.
• Translate complex tolling business rules into scalable, compliant CRM configurations and integrations with external systems including payment gateways, call center platforms, LPR systems, and other toll collection technologies.
• Define and oversee customer lifecycle management capabilities, including onboarding, transaction reconciliation, dispute resolution, and self-service portals optimized for high-volume, multi-channel environments.
• Architect and support the integration of CRM with contact center applications, ensuring seamless context transfer, real-time data synchronization, and optimized agent workflows for high-volume customer support environments.
• Serve as the functional and technical Subject Matter Expert (SME) for CRM and Account Management, ensuring alignment with PTC standards, enterprise architecture standards, and tolling-specific requirements.
• Lead the architecture design, documentation, and development efforts to ensure modularity, scalability, and high availability across cloud-hosted systems, including robust disaster recovery and performance optimization strategies.
• Collaborate with cross-functional teams and PTC SMEs to ensure an extensible architecture that supports seamless upgrades and system replacements without disruption to the broader UBOS platform.
• Review and advise on features, user stories, and system specifications to ensure alignment with best practices and program objectives.
• Support architecture efforts for UBOS expansion initiatives, including UBOS Software as a Service (UBOSaaS) and programs like Mileage-Based User Fees (MBUF) and Road Usage Charging (RUC).
• Participate in enterprise project teams, providing architectural oversight and contributing to project planning, design reviews, and implementation strategies.
• Monitor system performance and resource utilization, providing recommendations for optimization and cost efficiency.
• Ensure compliance with PTC policies, standards, and procedures while independently managing assigned tasks and responsibilities.
• Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the PTC. This documentation shall follow the format and / or templates as instructed by the PTC.
• Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
• Lead and participate in project team activities for system work efforts related to enterprise systems.
• Work independently to accomplish the tasks and duties assigned.
• Adhere to and follow all PTC standards, policies, and procedures.
• Utilize various software and/or technology tools to perform job duties.
• Perform tasks and other duties as related to this position and role and assigned by the PTC.

Minimum Experience

• 10+ years of Back Office CRM & Account Management functional & Technical experience.
• 10+ years of Back Office Systems Architecture experience.
• 5+ years of Back Office Systems for RUC/MBUF experience.
• 5+ years of Multi-tenant CRM deployment support experience.
• Ability to work effectively with technical & non-technical teams.
• Equivalent combination of education and/or experience may be accepted.
• Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.

Desired Skillset

• The ideal candidate will have 5 or more years of expertise in Tolling Back Office projects of various sizes and subject matters.
• Additional beneficial skills include:
• Enterprise Business Solutions, specifically SAP, Microsoft D365, and Microsoft Copilot projects.
• ITIL / ITSM practices and methodologies.

Certifications / Education

• Solution Architecture Certification, such as TOGAF (The Open Group Architecture Framework).
• Bachelor s degree in computer science or information systems.
• Equivalent combination of education and/or experience may be accepted.