Enterprise Architect - Customer Engagement and Enablement

You know the moment. It’s the first notes of that song you love, the intro to your favorite movie, or simply the sound of someone you love saying “hello.” It’s in these moments that sound matters most.

At Bose, we believe sound is the most powerful force on earth. We’ve dedicated ourselves to improving it for nearly 60 years. And we’re passionate down to our bones about making whatever you’re listening to a little more magical.

The Information Technology team at Bose exists to deliver valuable and reliable business and technology solutions with an innovative, engaged, and collaborative team focused on contributing to our corporate vision.

Job Description

At Bose, better sound is just the beginning. We’re passionate engineers, developers, researchers, retailers, marketers … and dreamers. One goal unites us — to create products and experiences our customers simply can’t get anywhere else. We are driven to help people reach their fullest human potential. Creating technology to help people to feel more, do more, and be more. We are highly motivated and curious, and we come to work every day looking to solve real problems and make the best experiences for our customers possible. 

We are seeking a passionate Enterprise Architect to lead the transformation and optimization of our customer engagement and customer relationship management architecture. This is an exciting opportunity to play a key role in shaping our business and IT architecture focused on delivering enduring relationship for Bose customers with our brand, our company, and our products.

In this role, you will be responsible for defining and aligning technology solutions and roadmaps with key business objectives and KPIs in the customer support and customer engagement areas of our business. You will closely partner with key business stakeholders across global customer service, marketing, sales, and IT functions to shape the corresponding technology strategy, build the architecture runway, and help plan the delivery of new capabilities while optimizing underlying technology investments.

As a leader, you will build relationships and influence, grow collaborative partnerships across and outside the organization, mentor other team members, and consistently act as a catalyst for change.

Key Responsibilities:

• Define and align technology solutions with business objectives focused on improving CSAT and other customer engagement metrics.
• Collaborate with customer service, marketing, sales, and IT teams to shape the customer engagement and custom support technology strategy.
• Lead the cross-platform architectural design and provide implementation guidance using Core Salesforce CRM and accompanying Salesforce and other third-party technology solutions to unlock business value.
• Guide the adoption of best practices leveraging Salesforce technologies to enhance customer experiences and related business process efficiency.
• Build and maintain relationships across the organization, fostering collaboration and driving change.
• Provide mentorship to other architects and technical leads across the organization.

 To succeed in this role, you will have following demonstrable skills and experiences:

• Proven experience as an Enterprise Architect with a focus on customer engagement and support solutions.
• Successful track record of designing, implementing, and optimizing architectures that drive customer satisfaction, help unlock and realize business value, and deliver effective way of working to the business stakeholders.
• Direct experience within the consumer electronics industry or a related CPG sector is preferred.
• Strong expertise in Salesforce products, particularly Core CRM, Service, Commerce, Experience and Marketing Commerce clouds, and OMS.
• Hands-on experience with Salesforce ecosystem technologies, including integration with third-party applications.
• Experience in translating business requirements into technical solutions that enhance customer engagement.
• Proven ability to collaborate with cross-functional teams to align technology solutions with business objectives.
• Experience managing relationships with technology vendors and negotiating for optimal solutions.
• Hands-on experience leading and managing organizational change related to the adoption of new customer support architectures.
• Experience addressing security and compliance considerations in customer-facing solutions.
• Experience modeling current and future state technology architectures, creating architectural artifacts, and defining reference and solution architectures.
• Familiarity with SAFe methodology from an Enterprise Architecture perspective.
• Implementation and enforcement of architectural governance processes.
• Evidence of continuous learning and staying current with industry trends, particularly in customer support and engagement technologies.

Qualifications:

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field.
• 5 or more years of related work experience, with at least 3 years of experience building, deploying, and operating customer support or customer engagement solutions using Salesforce Products.
• Relevant certifications in Enterprise Architecture (TOGAF or similar)
• Architect-level certifications with core Salesforce products. Specifically, Service and Commerce clouds.
• Strong communication skills, effective at explaining complex concepts to varied audiences and decision-makers.
• Leadership ability to build relationships, inspire, grow, and coach others, and influence without authority.
• Effective at building collaborative partnerships and navigating organizational structures to achieve shared goals and outcomes.

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Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. For additional information, please review: (1) the EEO is the Law Poster (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf); and (2) its Supplements (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm). Please note, the company's pay transparency is available at http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf. Bose is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the application or employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.

Our goal is to create an atmosphere where every candidate feels supported and empowered in the interviewing process. Diversity and inclusion are integral to our success, and we believe that providing reasonable accommodation is not only a legal obligation but also a fundamental aspect of our commitment to being an employer of choice. We recognize that individuals may have different needs and requirements based on their abilities, and we provide reasonable accommodations to ensure ideal conditions are met during the application process.

If you believe you need a reasonable accommodation, please send a note to [email protected]