S&D & CEX Architect (E) - MI
Axian Group
- دبي
- دائم
- دوام كامل
The S&D & CEX Architect at Axian Telecom is responsible for designing and enhancing the technology solutions that enable Sales & Distribution (S&D) operations and Customer Experience (CEX) initiatives-encompassing agent applications, shop CRM platforms, inventory management, and NPS (Net Promoter Score) systems. Reporting to the IT Business Partner Director, Business Support, this role collaborates with the S&D Director and the CEX Director to ensure digital solutions drive operational efficiency, elevate customer satisfaction, and support the company's broader strategic aims. By crafting robust, scalable architectures, the S&D & CEX Architect lays the groundwork for consistent, high-quality consumer interactions across Axian Telecom's pan-African presence.Mission:
The mission of the S&D & CEX Architect is to unify Axian Telecom's customer-facing processes and tools-from agent apps and shop CRM to NPS measurement and inventory control-into cohesive, user-centric architectures. By aligning S&D and CEX technologies with best practices in integration, security, and data management, this role enables Axian Telecom to deliver seamless customer experiences, reduce operational friction, and continually adapt to changing market demands.
Essential duties and responsibilities include:
Architecture & DesignRequirements Gathering:Collaborate with S&D, CEX, and supporting teams (marketing, finance, operations) to identify technology needs, performance targets, and strategic objectives for agent apps, CRM tools, and related platforms.
Solution Blueprints: Develop end-to-end architectural designs covering applications, data flows, security standards, and process automation, ensuring alignment with Axian Telecom's enterprise guidelines.
Integration & Consistency: Ensure agent applications and CEX platforms seamlessly connect with other core systems (BSS/OSS, ERP, inventory management), leveraging APIs or microservices architectures.S&D & CEX Platform ModernizationAgent App & Shop CRM: Provide technical leadership for the rollout or enhancement of agent applications, POS systems, and CRM tools used in shops, guaranteeing consistent user experiences and data integrity.
Inventory & Order Management: Oversee integration between inventory management systems and S&D or CEX platforms, optimizing stock visibility, order processing, and customer fulfillment.
NPS & Feedback Loops: Integrate NPS or other feedback mechanisms into customer-facing channels, ensuring data collection, analysis, and reporting are streamlined for actionable insights.Collaboration & Stakeholder EngagementCross-Functional Coordination: Work closely with the PMO, other architects (API & Digital Infra, BSS/OSS), and specialized entities (IT NewCo, PULSE, ITCo, Stellar iX) to ensure project scopes, resource allocations, and timelines meet business objectives.
S&D & CEX Directors: Align on priorities, solution roadmaps, and release schedules, ensuring the architectural design reflects operational realities and future growth plans.
Vendor & Partner Management: Evaluate third-party technology solutions (e.g., off-the-shelf CRM packages), define integration requirements, and supervise vendor compliance with service-level agreements.Innovation & Continuous ImprovementEmerging Technologies: Stay current on relevant trends (e.g., mobile agent technologies, advanced analytics for CEX, AI-driven chatbots), advocating strategic adoptions to enhance user satisfaction and efficiency.
Best Practices & Templates: Develop reusable architectural patterns, configuration standards, and design frameworks that streamline solution delivery and minimize technical debt.
Security & Compliance: Incorporate data protection laws, secure coding standards, and user privacy principles into all S&D and CEX system designs, collaborating with IT Security and compliance teams.Reporting & KPI Monitoring
Architecture Documentation: Maintain updated diagrams, technical guidelines, and decision logs for S&D and CEX applications, ensuring clarity and traceability.
Performance Metrics: Track solution performance (e.g., agent app response times, CRM uptime, inventory accuracy), reporting KPIs to the IT Business Partner Director and relevant stakeholders.
Risk Management: Identify potential capacity constraints, vendor lock-in issues, or data inconsistency risks, proposing mitigations to keep systems resilient and scalable.Qualification, Skills, Knowledge & Competencies:
Education & CertificationsEducation: Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field (Master's/MBA is a plus).
Certifications: Relevant credentials in CRM platforms, project management (PMP, PRINCE2), or architecture frameworks (TOGAF) can be advantageous.Professional BackgroundSales & Distribution / Customer Experience: 7+ years designing or implementing S&D or CEX platforms (agent apps, CRM, POS) in telecom, retail, or similarly complex environments.
Systems Integration: Demonstrated success in integrating various applications (CRM, inventory, NPS tools) within larger IT ecosystems (BSS/OSS, ERP).
Vendor & Partnership Experience: Track record of overseeing third-party implementations, ensuring compliance with technical and business requirements.Technical & Domain KnowledgeCRM & S&D Tools: Familiarity with leading CRM solutions (Salesforce, Microsoft Dynamics, etc.), point-of-sale applications, and agent management systems.
Inventory & Order Processing: Understanding of inventory control systems, order management workflows, and data flows for end-to-end fulfillment.
Integration & Security: Experience with API design, microservices, authentication standards (OAuth, JWT), and data protection regulations.Leadership & Soft SkillsStrategic Vision: Ability to balance immediate operational needs with a long-term, scalable architectural perspective, especially in dynamic S&D and CEX contexts.
Collaboration & Influence: Skilled at fostering agreement among cross-functional teams (S&D, marketing, HR, finance) and guiding stakeholders through architectural decisions.
Communication: Effective in articulating complex technical plans to varied audiences, from developers to executive leadership, ensuring clarity on project scope and ROI.Language Skills
Fluency in English is mandatory.
Proficiency in French (or other regional languages) is highly desirable, given Axian Telecom's pan-African footprint and diverse customer base.
Key Success Factors
Seamless Agent & Customer Journeys: Deliver integrated platforms that enable smooth experiences for both end-customers and in-store or field agents, reducing friction at every touchpoint.
Robust Inventory & Order Management: Ensure accurate, real-time visibility into product availability, facilitating quick sales and reducing fulfillment delays.
Consistent NPS Integration: Embed feedback loops (NPS, surveys) into S&D and CEX channels, transforming data into actionable insights for continuous improvement.
Cross-Domain Alignment: Collaborate effectively with BSS/OSS, API, and infrastructure architects to maintain a unified, future-ready technology landscape.
Innovation & Scalability: Continually assess new features (AI-driven personalization, advanced analytics, hybrid cloud solutions) to expand capabilities and maintain a competitive edge.