Solutions Architect, CRM

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves, and build a better world – together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?

Do you believe exceptional customer experiences begin with well-designed technology ecosystems? We do! Transforming the customer journey requires scalable platforms, modern cloud architectures, and integrated solutions that connect people, processes, and systems across every channel. That’s where the CX-Hub portfolio makes an impact. We partner with business and product teams to build customer-focused technology solutions that are secure, reliable, scalable, and aligned with Ford’s enterprise standards.

We are seeking an experienced Solutions Architect – CRM to join the CX-Hub portfolio. In this role, you will translate business needs into architecture-based solutions that align with Ford Motor Company patterns, standards, and strategic technology direction. You should have a strong technical and business background and demonstrate experience in customer relationship management, contact-center technologies, cloud architecture, APIs, and enterprise application integration.

Responsibilities include defining end-to-end architecture for new products and capabilities; developing future-state strategies and architecture blueprints; and partnering with product teams, business stakeholders, architects, and technology-delivery teams to deliver scalable customer-experience solutions. By combining technical acumen, business understanding, and industry best practices, you will help Ford mature its architecture capabilities and deliver reliable, integrated, customer-centered platforms at scale.

• Understand and build the end-to-end business and technical landscape for the CX-Hub portfolio, using business and technical acumen to develop portfolio strategies
• Partner with business stakeholders and product teams to understand requirements and define architecture-based solutions aligned with Ford patterns, standards, and business objectives
• Define, assemble, and integrate solution components, including software, hardware, APIs, web services, availability, scalability, reliability, and operational considerations
• Develop and communicate architecture designs for new products, features, integrations, and customer-experience capabilities
• Lead product teams in defining future-state strategies, architecture roadmaps, and solution blueprints
• Assess current-state capabilities and work with business and product teams to develop a roadmap toward the desired future state
• Diagram and articulate architecture strategy, vision, user journeys, integration patterns, and technical flows using tools such as Visio and Miro
• Support channel strategy and integration delivery across customer-facing platforms and services
• Collaborate with other architects and technology-delivery teams to define architectural approaches, evaluate options, and implement effective solutions
• Participate in vendor solution-evaluation processes and provide architecture recommendations based on technical fit, business value, scalability, and enterprise standards
• Work with Agile teams in a product-driven organization to shape solution direction, manage dependencies, and support incremental delivery
• Identify business requirements, operational impacts, and system changes required to meet customer and enterprise objectives
• Lead problem-solving activities through influence, helping teams remove blockers and resolve complex business and technical issues
• Apply knowledge of AI and process automation, including Ford AI policies and best practices, to identify opportunities that improve customer experiences and operational efficiency
• Collaborate effectively with hybrid and globally distributed teams, including leadership partners based in the United Kingdom

Note: This is a hybrid role based in Dearborn (Wagner Place West) with a requirement to be in the office 4 days a week as per the Global Work Arrangement Policy. This role has a UK based LL6 & LL5.

We recognize that no one person will embody every single quality or skill listed below. If you are passionate about customer experience architecture and have a strong foundation in CRM, cloud platforms, and enterprise solution design, we encourage you to apply.

Education:

• Requires a bachelor’s or foreign equivalent degree in computer science, information technology, engineering, or a technology-related field

Experience:

• 2+ years of Call Center technology experience
• 2+ years of experience with Microsoft Dynamics
• Experience working with Contact Center as a Service (CCaaS) technology
• Experience working with Ag