Process Lead Architect, Customer Service Management

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What will your typical day look like?

Our Solution Architects are leaders in our service and delivery excellence organization. They are doers, and leaders who roll up their sleeves to help our clients and teams design world class, scalable, thoughtful solutions.
You can expect to work in a highly collaborative, diverse team environment. A typical day could include a combination of client delivery, facilitating client workshops and presentations, developing points of view and thought leadership and coaching and developing junior resources.
You will stay current on the ServiceNow platform including the advancements ServiceNow is making into its Customer Relationship Management, Customer Service Management and Field Service Management Capability.
You are expected to design reusable, standardized components as a matter of course and to package solutions thoughtfully.

About the team

At Deloitte, we are helping enterprises digitally transform and deliver world class Service Experiences for their Customers, Citizens, Employees, Partners and other stakeholders. Our team includes over 200 dedicated, highly certified team members in Canada helping our clients imagine, deliver and run their future organizations.

Enough about us, let’s talk about you

• Curious about emerging technology and passionate about modernizing legacy service experiences to be more autonomous and digitally enabled
• Proven ability to design scalable, secure, and high-performing CRM architectures that align with business objectives and technology strategies
• Hands on experience with ServiceNow, Salesforce and/or Microsoft Dynamics considered an asset
• 5+ years of experience, ideally in a solution architect function
• Strong communication, written and verbal skills
• Eligible for Government of Canada Security Clearance
• Quebec Locations: Bilingualism in French and English is required for this position due to the nature of the role having interactions with National & Global clients and project teams.

Total Rewards

The salary range for this position is $80,000 - $138,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.