CRM Back Office Architect

CRM Back Office Architect – Tolling, RUC and MBUF Systems We are looking for an experienced CRM Back Office Architect to design and lead end-to-end CRM and Account Management solutions within a high-volume tolling ecosystem. The ideal consultant will have deep experience in tolling back-office systems, Road Usage Charging, Mileage-Based User Fees, multi-tenant CRM deployments, account management, billing, transaction reconciliation, violation processing, and contact centre integrations. Engagement Details Job type: Full-time contract. Work mode: Remote. Working days: Monday to Friday. Shift timing: EST hours, starting around 6:30 PM IST. Daily commitment: 8 hours. Experience required: 10+ years. Location eligibility: India only. Only candidates based in India who are currently working in a fully remote arrangement and are open to contract opportunities should apply. Key Responsibilities Design and lead the architecture of end-to-end CRM and Account Management solutions for tolling back-office systems. Architect solutions covering account creation, billing, customer segmentation, violation enforcement, dispute resolution, and contact center operations. Translate complex tolling business rules into scalable CRM configurations and system integrations. Define customer lifecycle processes, including onboarding, transaction reconciliation, payments, disputes, and self-service capabilities. Integrate CRM with payment gateways, contact center platforms, LPR systems, mobile applications, portals, and other toll collection technologies. Ensure real-time data synchronization and seamless context transfer between CRM and contact center applications. Design modular, scalable, highly available, and cloud-hosted back-office solutions. Define performance optimization, disaster recovery, system monitoring, and resource-utilization strategies. Support multi-tenant CRM deployments and future UBOS Software-as-a-Service capabilities. Provide architecture support for Road Usage Charging and Mileage-Based User Fee programs. Review features, user stories, technical specifications, and system designs. Provide architectural oversight during implementation, upgrades, and system replacements. Work closely with business owners, technical teams, vendors, sponsors, and client stakeholders. Prepare technical and functional architecture documents, diagrams, test plans, test scripts, impact assessments, and best-practice documentation. Support Azure DevOps testing, issue tracking, design reviews, and implementation planning. Mandatory Experience 10+ years of functional and technical experience in CRM and Account Management back-office systems. 10+ years of Back Office Systems Architecture experience. 5+ years of experience with tolling back-office systems. Strong experience with Road Usage Charging or Mileage-Based User Fee programs. 5+ years of multi-tenant CRM deployment and support experience. Strong understanding of tolling account management, billing, transaction processing, reconciliation, disputes, and violation enforcement. Experience architecting high-volume, multi-channel customer service solutions. Experience integrating CRM with contact centers, payment gateways, LPR systems, portals, mobile applications, and external platforms. Strong knowledge of scalable cloud architecture, high availability, disaster recovery, and performance optimization. Ability to lead architecture discussions with both technical and non-technical stakeholders. Strong documentation, communication, and stakeholder-management skills. Experience with Microsoft Azure DevOps Test Plans or the ADO Testing Module. Proficiency with Microsoft Office 365 tools. Additional Relevant Experience Experience with the following would be valuable: Microsoft Dynamics 365. Microsoft Power Platform. Microsoft Copilot. SAP enterprise systems. ITIL or ITSM practices. TOGAF or another recognized Solution Architecture certification. Application Requirements Please submit your updated resume and include the following details: Total years of CRM and Back Office Architecture experience. Total years of tolling back-office experience. Experience with RUC or MBUF programs. Experience with multi-tenant CRM deployments. Tolling projects delivered and your responsibilities. Experience with payment gateways, contact centers, LPR systems, portals, or mobile applications. Experience with Microsoft Dynamics 365, SAP, or other enterprise platforms. Current location. Notice period or earliest joining date. Confirmation that you are currently working remotely. Confirmation of availability for EST working hours. Profiles without relevant tolling back-office architecture experience will not be considered. Candidate Eligibility This opportunity is open only to candidates based in India who are currently working in a fully remote arrangement and are open to a full-time contract role. Candidates who are currently working from an office or under a hybrid arrangement will not be considered.