CRM/cx Architect

Watlow is a global industrial technology and manufacturing leader that provides world class engineering expertise and innovative thermal products and systems that enable customers to thrive. Watlow brings its experience to numerous industries, including semiconductor processing, environmental chambers, energy processes, diesel emissions, medical and foodservice equipment.Position SummaryKey ResponsibilitiesSolution Architecture & Design- Define and maintain the architecture for Oracle CRM (Sales, Service, Eloqua, Customer MDM) and Oracle Commerce Cloud (OCC).- Design integrated solutions that connect CRM/CX platforms with Oracle Cloud ERP, ensuring data accuracy, consistency, and efficiency.- Lead solution roadmaps that align with Watlow’s customer engagement and digital transformation strategies.Business Engagement- Partner with sales, service, marketing, commerce, and data management teams to capture requirements and translate them into Oracle CRM/CX solutions.- Facilitate workshops and design sessions to align business needs with technical capabilities.- Act as a trusted advisor to stakeholders by providing recommendations on CRM, MDM, and digital commerce best practices.Configuration & Development- Configure Oracle Sales, Service, Eloqua, and OCC to support evolving business needs.- Support design changes, including workflows, data models, customer journeys, and UI/UX enhancements.- Collaborate with developers and integration teams on API-based integrations and middleware solutions with Oracle ERP and other enterprise systems.Governance & Standards- Define and enforce design patterns, integration standards, and configuration best practices.- Document solution architecture, workflows, and configuration decisions for sustainability.- Ensure compliance with Watlow’s enterprise data governance, security, and privacy policies.Process Enablement & Support (Summary)This role will enable and support end-to-end customer lifecycle processes, including:- Sales - lead and opportunity management, account management, forecasting, CPQ, and territory/quota management.- Marketing - campaign management, customer segmentation, automation, and ROI tracking.- Service - case management, field service, omnichannel support, knowledge management, and SLA tracking.- Commerce - B2B/B2C commerce, order management, product catalog/pricing, and customer self-service.- Customer Data & Experience - master data management, journey orchestration, analytics, personalization, and loyalty/feedback programs.Continuous Improvement- Monitor platform usage, adoption, and performance to recommend improvements.- Stay up to date on Oracle CRM, Eloqua, OCC, and ERP updates, leveraging new features to enhance business value.- Champion user adoption through training, enablement, and change management.Required Skills & Experience- Oracle CRM Expertise: Proven hands-on experience with Oracle Sales Cloud, Service Cloud, Eloqua, and Customer Master Data Management.- Oracle Commerce Cloud (OCC): Strong knowledge of eCommerce functions, including product catalogs, pricing, checkout, and promotions.- ERP Integration: Experience integrating Oracle CX platforms with Oracle Cloud ERP for seamless order-to-cash and customer data synchronization.- Configuration & Customization: Ability to configure workflows, Eloqua campaigns, data models, and user interfaces.- Integration Knowledge: Proficiency with REST/SOAP APIs and middleware for cross-platform integrations.- Customer Data Management: Experience with customer master data governance, deduplication, and reporting.- Analytics: Ability to design dashboards and KPIs for sales, service, marketing, and commerce functions.Additional Skills- Strong understanding of customer engagement processes across sales, service, marketing, commerce, and customer experience.- Familiarity with industrial manufacturing and engineering-driven sales cycles (preferred).- Excellent communication and stakeholder engagement skills to bridge IT and business priorities.- Strong facilitation, problem-solving, and analytical skills.- Experience working in Agile or hybrid delivery models.**Qualifications**:- Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field- 7+ years of experience in CRM/CX solution design, including at least 3+ years with Oracle platforms.- Prior experience integrating Oracle CX with Oracle Cloud ERP strongly preferred.- Experience in industrial manufacturing or B2B commerce is a plus.**Prestaciones**: El plan de compensación total WatlowTu salud, el bienestar y estabilidad financiera tuyos y de tu familia son una prioridad para nosotros. El plan de compensación total Watlow incluye una compensación competitiva y un abanico de prestaciones y beneficios para mejorar tu carrera:- Sueldo con pago quincenal.- Seguro de gastos médicos mayores.- Seguro dental.- Seguro visual.- Fondo de ahorro 13%- Vales de despensa 10%-