CRM Solutions Architect

PURPOSE OF JOB:
We are seeking a CRM Solutions Architect to join our Enterprise Architecture team at Bytes as we transform our customer and sales processes. This role focuses on modernising our use of Microsoft Dynamics 365 CRM and integrating an off‑the‑shelf CPQ (Configure, Price, Quote) tool to streamline how we configure and price deals. It is pivotal in enabling our next phase of growth, ensuring sales operations (pre‑sales activities) are efficient, scalable, and digitally enabled.

You will analyse and redesign core customer‑facing processes to maximise the capabilities of Dynamics 365 and the new CPQ system; acting as the bridge between Sales, Pre‑Sales, IT, Finance, and Operations, you will ensure our sales workflows evolve in line with modern best practices and integrated system capabilities. In addition, this position offers a clear career path towards future ownership of Bytes' pre‑sales business systems – a successful candidate can grow to lead and oversee all pre‑sales systems (like CRM and CPQ) across the organisation.

• Define and execute the CRM/CPQ strategy:
  Develop a roadmap for modernising Dynamics 365 CRM and implementing the CPQ solution, aligned with enterprise architecture principles and the company's business objectives. Continuously refine this roadmap to adapt to emerging needs and technologies.
• Optimise and modernise CRM processes:
  Analyse, document, and re‑engineer existing CRM workflows (e.g. sales pipeline, opportunity management) to align with industry best practices and eliminate legacy inefficiencies. Ensure new processes reduce manual effort and improve data accuracy.
• Integrate CPQ with CRM:
  Architect and oversee the integration of the chosen CPQ tool with Dynamics 365 CRM, designing end‑to‑end quote‑to‑cash processes. This includes product configuration, pricing and discount logic, approval workflows, and contract generation – all within a seamlessly integrated system. Ensure that sales teams can generate quotes and proposals quickly and accurately through the CRM.
• Deliver measurable improvements:
  Lead the delivery of CRM and CPQ enhancements on time and within scope. Success is measured by faster quote turnaround times, reduction in errors (e.g. pricing or configuration mistakes), and high user adoption of new features. Establish KPIs to track these improvements (for example, quotation cycle time, conversion rates).
• Translate business requirements into solutions:
  Work closely with sales, pre‑sales and finance stakeholders to gather requirements and translate them into CRM/CPQ system capabilities. For example, implement automated pricing rules or approval hierarchies in the CPQ tool that reflect the business's commercial policies.
• Enterprise alignment and integration:
  Partner with Enterprise Architects and IT to ensure CRM/CPQ changes fit within the broader enterprise systems landscape. Leverage standard integration methods (APIs, middleware, Power Platform) to connect Dynamics CRM with other systems (ERP, e‑commerce, etc.) and maintain data consistency.
• Data governance and quality:
  Establish governance for customer, product, and pricing data across CRM and CPQ systems. Ensure there is a "single source of truth" for key data and that data flows between CRM, CPQ and ERP are reliable and audited. Improve data quality to enable accurate reporting and analytics.
• Issue resolution and continuous improvement:
  Investigate and resolve any CRM or CPQ‑related issues, whether technical (integration errors, system bugs) or process gaps. Identify root causes (for example, if quotes are being delayed or data is missing) and implement fixes or process changes. Proactively seek user feedback and system metrics to drive continuous improvement post‑implementation.
• Change management and training:
  Support user adoption of new CRM and CPQ features through effective change management. Develop user guides and training sessions; communicate changes proactively to end users (sales teams, sales support, etc.). Work with the training department to incorporate CRM/CPQ updates into ongoing staff training programmes.
• Cross‑functional collaboration:
  Work closely with cross‑functional teams to…