Mercedes-Benz’s goal is to produce the world’s most desirable cars. The company focuses on the development, production and sales of passenger cars, vans and vehicle-related services. The Mercedes-Benz Customer Assistance Center (CAC) in Maastricht, Netherlands, is building and driving the luxury experience for our customers. The CAC is running a customer contact center for European Markets; covering customer service requests, questions regarding our Mercedes-App family and retail support. Globally the CAC governs all processes and systems for MB’s customer contact centers in 54 locations.
The main responsibility of the Senior Solutions Architect role is to ensure the IT architecture, design & development of the CRM Ecosystem in order to improve the effectiveness and efficiency of the business processes for the SPARK program. The SPARK program aims to create a unified point of contact for all Mercedes-Benz customers across customer service, financial services and sales globally. The Senior Solutions Architect will also steer & manage a team of dedicated individuals in their ongoing tasks.
The Senior Solutions Architect will act as a subject matter expert in the area of Integrations, CRM and Telephony systems with his/her knowledge and experience to design, develop or change, implement and maintain our applications in the broader landscape of the CRM ecosystem. Hence, hands-on experience, knowledge and certifications in technologies like Salesforce and Mulesoft are mandatory. The Senior Solutions Architect will be part of an international team of business and IT colleagues from all continents, working out of the Maastricht offices, and cooperating with suppliers worldwide.
What would be your tasks & responsibilities?
• Plan and co-ordinate the execution of assigned changes and projects within the guidelines in order to meet the agreed quality standards, time planning and budgets.
• Pro-actively support and have a leading role in the architecture, design, development, testing, deployment and maintaining of CRM Ecosystem during SPARK Design and Development Phase.
• Share your knowledge and expertise in the team to ensure continuity, by keeping documentation up to date, providing training material and become recognized as the IT expert within the company for your area of expertise.
• Manage, motivate and coach the team members in their personal development (discipline-based)
• Provide guidance and support the development of new concepts and strategies
• Contribute to the definition and implementation of the ITS/GC strategy and Strategic Fields of Action
• Manage the (sub)department financial processes and budgets
• Guide and further develop IT performance management
• Drive innovation and change, including new ways of working
• Develop and maintain relationships with internal and external partners
• Manage and track own and team members’ OKRs, training and development plans
• Manage the (sub)departments stability; lead recruitment activities (for both internal and external employees)
• Create and maintain an environment and culture which stimulates high performing, inspired people
• Demonstrate commitment and create a culture of integrity
• Communicate with stakeholders, suppliers and support teams from problem identification through problem resolutions regarding technical support.
• Work closely and manage multiple local and global stakeholders.
• Willing to travel (occasional)
Who are you?
• University degree or Higher Vocational Education
• Excellent people management skills
• At least 5+ years of professional experience in the field of CRM and Integrations/Middleware products like Mulesoft and Salesforce.
• Hands-on experience and good technical knowledge on Event-driven architecture, API’s and ETL jobs.
• Excellent analytic and interpersonal skills to influence and engage colleagues, along with a broad understanding of the businesses they support
• Ability to balance the big picture with meeting and the day-to-day needs of the organization
• Ability to partner with both technical and non-technical peers and stakeholders, to interact with various levels of management, and to promote cross functional collaboration
• Ability to be flexible and work accurate and outcome based, both independently and in a team environment, in a high pressure, multi-tasking environment with changing priorities
• Good Communications skills
• English is our corporate language, German is an asset
• Service the needs of business partners from beginning to end
• Experience with software architecture
• Experience with the agile way of working and SAFe framework
• Decision making:
o Able to function independently with limited work directions
o Able to steer and manage a small team of architects
o Capability to solve requests/problems when under pressure (e.g. deadlines or major incidents)
o Is able to setup work directions
o Monitor and manage time and prioritize own workload and of the assigned resources
o Escalate any problems/issues if required
• Technical Skills:
o Experience with integration/middleware technology stacks like Mulesoft.
o Experience with CRM technology like Salesforce.
o Min. 5+ years of IT experience including (relevant) Technical or Solutions Architect experience
What do we have to offer you?
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.
Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.
In addition, we offer a comprehensive relocation package.
Location
We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.
Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.
Does this role fit your expectations for a new challenge, then please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.
For data privacy reasons, we can only accept applications via the above process.