Enterprise Architect, Commercial IT​/CRM

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As a Senior Enterprise Architect within Commercial IT, you will help shape the future of Cengage’s Salesforce-centered CRM ecosystem. This role provides architecture leadership for the capabilities that support sales, service, marketing, customer engagement, and commercial operations.

While Salesforce is the primary technology anchor, the role should also ensure Commercial IT investments scale as a unified enterprise CRM capability rather than a collection of disconnected solutions.

You will partner closely with Commercial IT leadership, Technology Product Owners, engineering leaders, Enterprise Architecture, Data, ERP, Commerce, Security, and business partners to define target‑state CRM architecture, establish architecture guardrails, reduce technical debt, and enable scalable automation, analytics, and AI‑ready commercial processes.

• Define and maintain the target-state architecture for Commercial IT / CRM capabilities, with Salesforce as the primary technology anchor.
• Translate commercial business goals into scalable CRM architecture patterns, platform guardrails, integration approaches, and roadmap recommendations.
• Provide architecture mentorship across Salesforce-enabled sales, service, marketing, customer engagement, reporting, automation, and commercial operations capabilities.
• Partner with Technology Product Owners, engineering leaders, and solution architects to ensure product and delivery decisions align with long-term Commercial IT architecture.
• Be responsible for the CRM architecture perspective for integration points between Salesforce and adjacent enterprise domains, including ERP, commerce, data platforms, marketing technologies, identity, analytics, and downstream operational systems.
• Partner with adjacent domain owners to ensure CRM integration points and data flows are scalable, governed, and aligned to enterprise standards, without assuming ownership of those domains.
• Establish CRM architecture principles, reusable design patterns, decision frameworks, and exception processes.
• Find opportunities to reduce CRM-related technical debt, simplify Salesforce usage, increase reuse, and improve the value realized from existing Salesforce investments.
• Clearly communicate architecture options, risks, dependencies, and tradeoffs to business, product, engineering, and executive audiences.

• Strong enterprise architecture, solution architecture, or technology leadership experience supporting CRM, sales, service, marketing, customer engagement, or commercial operations capabilities.
• Deep understanding of the Salesforce ecosystem, including CRM data models, automation, reporting, integration approaches, and platform design considerations.
• Strong knowledge of commercial business processes, including lead management, opportunity management, account management, customer service, marketing engagement, renewals, entitlements, and lead-to-cash integration points.
• Experience translating business and product strategy into scalable architecture decisions, standards, and delivery guidance.
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