CRM Solutions Architect

POSITION DETAILS: Position Title: CRM Solutions Architect

Reports to (POSITION): Team: BYTES: Established in 1982, Bytes has grown rapidly and now employs over 800+ people across 6 locations in the UK and Ireland. Our turnover in Financial Year 2024 was in excess of £2bn. We work with SME's, corporates and public sector organisations to modernise and digitally transform their IT infrastructures.

We invest in our employees through on-going support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally which can be seen through our long-standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey.

• Over 800 staff (plans to double in size over the next 5 years)
• Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London, Manchester, Port Solent and Dublin.
• Winners of an array of industry awards
• Sunday Times Top 100 Best Places to Work
• Excellent training and career prospects offered
• Fantastic office with gym, canteen, open plan, smart casual dress code, regular incentives and company events
• Supporters of 85+ charities with strong commitment to diversity and sustainability

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.

KEY RESPONSIBILITIES:

• 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 1. 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 2.
• 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 ensure CRM/CPQ improvements meet all stakeholder needs. For instance, collaborate with Finance on pricing rules, with Product teams on product configuration details, and with IT on technical implementation. Foster a collaborative approach so that the sales quoting process works smoothly end-to-end across departments.
• Performance monitoring: Define and track performance metrics related to CRM and CPQ usage. Regularly review these metrics to identify further opportunities for optimisation or the need for additional user support. Provide regular updates to leadership on the business impact of CRM/CPQ enhancements (e.g. improvements in sales cycle length or customer satisfaction).

QUALIFICATIONS, EXPERIENCE, & SKILLS:

• CRM Architecture Expertise: Proven experience in solution architecture and administration for a major CRM platform, with deep knowledge of Microsoft Dynamics 365 CRM (Sales/Customer Engagement). Hands on experience customising Dynamics (entities, workflows, plugins) and integrating it with other applications in an enterprise environment is essential.
• CPQ Implementation Experience: Strong track record of implementing or integrating CPQ tools (e.g. Salesforce CPQ, Oracle CPQ, SAP CPQ or similar) into CRM or ERP systems. Must understand configure price quote processes, including product modelling, pricing strategies, bundling of products/services, and discount approval workflows. Experience overseeing a quote to cash process improvement or CPQ rollout is highly valued.
• Systems Integration Skills: Solid understanding of system integration techniques and tools. Experience using APIs or middleware (such as Azure Logic Apps, MuleSoft, or similar) to connect CRM with third party systems, and ability to design integrations that ensure data flows smoothly and securely between systems 3. Familiarity with integrating CRM/CPQ with ERP systems (for order processing or billing) is a plus.
• Project Delivery & Methodology: Demonstrated ability to deliver complex system projects or enhancements using a structured approach (Agile or Waterfall as appropriate). Able to coordinate across multiple teams (perhaps with external vendors or consultants involved) and manage project timelines, scope, and risks.
• Analytical & Problem Solving: Excellent analytical skills, able to dissect complex business processes and datasets. Capable of diagnosing issues in workflows or system configurations and coming up with effective solutions. Comfortable working with data (CRM data, sales figures) to drive decisions on process improvements.
• Stakeholder Engagement: Strong communication and stakeholder management abilities. Proven experience gathering requirements directly from non technical business users and translating them into a technical design or configuration. Able to clearly explain system capabilities and limitations to stakeholders at various levels (from end users to senior management).
• CRM Best Practices & Governance: Up to date knowledge of CRM best practices including user experience design, data management, and security/compliance in CRM systems. Experience establishing usage guidelines, security roles, and governance processes for a CRM to maintain data integrity and compliance (e.g. GDPR considerations for customer data).
• Expertise in Sales Tools: Familiarity with the broader ecosystem of sales and pre sales tools (for example, lead management, marketing automation, or proposal generation software) and how they can integrate with CRM/CPQ. Any experience in migrating from one CRM or CPQ system to another (e.g. Salesforce to Dynamics) would be advantageous 4.
• Microsoft Power Platform: Experience with Microsoft's Power Platform (Power Apps, Power Automate, Power BI) in context of extending Dynamics 365 CRM capabilities or building custom connectors between systems.
• Certifications: . click apply for full job details