CRM & Billing Solution Architect

DWS is seeking an experienced CRM & Billing Solution Architect to support a major CRM and Billing transformation program for a leading regional utility organisation. The current CRM and billing systems are bespoke, legacy platforms, and the replacement platform or platforms have not yet been selected. While Salesforce has been identified as a potential CRM option, no platform decision has been finalised. This role will provide technical leadership across procurement, business case finalisation, solution selection, implementation and transition to operations, helping define and govern the future-state customer, billing and enterprise technology landscape.

Where: Melbourne & Shepparton VIC
Type: ACN or Max Term
Start: ASAP
Length: 6 months
Style: Hybrid (2 days onsite in Shepparton, 3 days WFH)
Salary: Up to $1,300/day ACN or up to $260K (inc super) Max Term

Key Responsibilities
• Develop and maintain the end-to-end solution architecture for a CRM and Billing transformation program.
• Define current-state, transition-state and future-state architecture models.
• Assess and help define the replacement approach for bespoke, legacy CRM and billing systems.
• Provide broad, vendor-agnostic architecture guidance while CRM and billing platform options are evaluated.
• Define how CRM, customer information, billing, payments, metering, customer self-service, integrations and enterprise data capabilities will work together in the future-state ecosystem.
• Translate business and functional requirements into scalable, secure and sustainable technology solutions.
• Lead solution assessments, technology option analysis and vendor evaluations.
• Define solution components, integrations, interfaces, data flows and migration requirements.
• Design enterprise integration patterns using APIs, middleware, batch and event-driven architectures.
• Support data migration strategy, governance, quality, reconciliation and cutover planning.
• Incorporate cyber security, privacy, identity management, audit and compliance requirements into solution designs.
• Provide architecture governance, assurance, decision records and technical oversight.
• Support procurement activities including RFP/RFT requirements, technical assessments and vendor due diligence.
• Work closely with delivery teams during implementation, testing, deployment and transition into operations.
• Act as the principal architecture advisor to project and business stakeholders.

Required Skills & Experience
• Significant experience as a Solution Architect, Technical Architect or similar role on major technology programs.
• Broad, vendor-agnostic experience across CRM, Customer Information Systems and Billing platforms, with the ability to evaluate multiple technology options rather than advocate for a single product.
• Strong understanding of how CRM and billing systems interoperate across customer, account, billing, payment, metering, self-service, integration and data processes.
• Experience defining target-state architecture and transition approaches for the replacement of bespoke and legacy platforms where the future technology stack is not yet decided.
• Demonstrated experience leading architecture activities for CRM, Customer Information Systems, Billing or customer-facing enterprise platforms.
• Strong experience designing enterprise solutions across applications, integrations, data, infrastructure and security domains.
• Experience delivering architecture for large-scale SaaS and cloud-based solutions.
• Experience supporting technology procurement, vendor evaluation and solution selection activities.
• Strong understanding of customer management, billing, payments and customer self-service processes.
• Significant experience integrating enterprise applications using APIs, middleware, integration platforms and event-driven architectures.
• Experience supporting large-scale data migration and system replacement initiatives.
• Strong understanding of cloud architecture, enterprise data architectures, identity management and security principles.
• Strong stakeholder engagement, communication, facilitation and problem-solving skills.

Desirable
• Experience within utilities, water, energy, government or other highly regulated environments.
• Knowledge of TOGAF or similar enterprise architecture frameworks.
• Experience with Microsoft Azure, AWS or Google Cloud.
• Experience with API management, microservices and modern integration patterns.
• Knowledge of FME, analytics platforms, reporting solutions and smart metering environments.

About Us
Since 1991, DWS has been helping organisations across Australia reimagine what's possible through technology, business, and management consulting. With offices in Melbourne, Sydney, Adelaide, Brisbane, and Canberra, our 300+ locally based consultants bring deep expertise and fresh thinking to every project. We deliver end-to-end solutions spanning IT consulting, Staff Augmentation, Managed Delivery, Data & Analytics, Cloud, AI and Automation. Our strength lies in our people; each consultant is carefully selected for their expertise, creativity, and commitment to excellence. Together, we deliver impactful solutions that drive innovation, efficiency, and long-term value. At DWS, we don't just meet expectations - we redefine them.

Applicants must hold Australian Citizenship, Permanent Residency (PR), or other permanent work rights - DWS are unable to sponsor or support visas.

DWS encourages applications from Aboriginal and Torres Strait Islander peoples.

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www.dws.com.au/

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