Solution Architect CRM and Analytics

The Solution Architect (CRM & Analytics) will be responsible for the overall architecture, design, and implementation of a new CRM and Analytics platform for the Customer Service Organization (CSO). This role will oversee the migration from Oracle Siebel CRM, Oracle Analytics Server, and Informatica Data Integrator to a new platform while ensuring seamless integration with LADWP's applications, data warehouses, and operational systems.

The Solution Architect will play a critical role in defining technical strategies, managing system integrations, and enhancing customer experience functionalities through advanced analytics, predictive modeling, and multi-channel engagement capabilities. This position requires expertise in CRM platforms, data integration, cloud/on-premises architecture, and best practices for large-scale system migrations within the utility industry.

WORKSITE: L.A. Department of Water & Power facility (Hybrid)

WORK SCHEDULE: Monday-Friday, standard business hours

ANTICIPATED START DATE: Pending RFP award, mid-year

PAY RATE: $95/hour to $105/hour

WHAT WE OFFER:

• Paid sick leave based on state regulations after 90 days of employment

• Medical, dental, and vision are offered after a waiting period (60% paid by Fortuna)

• Free TeleMedicine and Mental Health for all employees and their families

• Additional volunteer options such as Group Life Insurance, Accidental Insurance, Critical Care, Short Term Disability

WHAT YOU'LL DO:

System Architecture & Migration Strategy

• Lead the end-to-end architectural design and technical roadmap for the new CRM and Analytics platform.

• Define migration strategies and oversee the transition from Oracle Siebel CRM, Oracle Analytics Server, and Informatica to the new system.

• Ensure all system components, including application servers, web gateways, integrations, and databases, are migrated efficiently with minimal disruption.

• Develop a comprehensive scorecard to evaluate system functionalities, migration priorities, and user impact.

System Integrations & Data Architecture

• Design and develop integration pathways and middleware to facilitate seamless communication between the new CRM/Analytics system and LADWP's existing applications.

• Ensure robust data integration with systems such as Customer Care and Billing (CCB)/Customer Cloud Service (CCS), Outage Management Systems, and Workforce Management Information System.

• Oversee data migration strategy, ensuring data integrity, accuracy, and accessibility across dashboards, reports, and predictive analytics tools.

Customer Experience Enhancements

• Develop user-based functionalities to improve customer engagement, including multi-channel self-service options, online portals, and personalized notifications.

• Implement AI-driven predictive modeling and analytics to enhance decision-making and customer support.

• Enable geospatial visualization capabilities and customer segmentation models for marketing, outreach, and service tracking.

Technical Development & System Configuration

• Provide technical leadership in developing custom functionalities, APIs, and automation workflows for the CRM platform.

• Oversee the design and development of business process automation, workflow management, and campaign management features.

• Ensure the new CRM system aligns with utility industry best practices and regulatory requirements.

Project Management & Stakeholder Collaboration

• Collaborate with cross-functional teams, including LADWP's IT Services, Customer Service Organization, and external consultants, to align technical solutions with business goals.

• Provide risk management assessments and mitigation plans for system migration and new implementations.

• Maintain detailed project documentation, including functional designs, test plans, and deployment strategies.

Training & Knowledge Transfer

• Develop training programs and knowledge transfer sessions for LADWP staff to ensure long-term system sustainability.

• Provide comprehensive documentation, including system configurations, troubleshooting guides, and user manuals.

WHAT YOU'LL BRING:

• 10 years of experience in enterprise CRM architecture, system migration, and business process transformation.

• Extensive experience with Oracle Siebel CRM, Oracle Analytics Server (OAS), Informatica, or similar enterprise CRM/Analytics platforms.

• Strong background in system integrations, middleware development, and API management.

• Expertise in cloud, on-premises, and hybrid architecture for large-scale utility applications.

• Experience implementing AI/ML-driven predictive analytics, customer engagement tools, and geospatial visualizations.

• Proficiency in database management, data warehousing, and performance tuning.

• Strong project management skills, including risk management, resource planning, and stakeholder engagement.

• Excellent communication skills and ability to present technical solutions to business leaders.

• At a minimum, a bachelor's degree in computer science, Information Systems, Business Administration, Engineering, or a related field; master's degree in similar discipline preferred

• Experience working within a public utility or large government agency.

• Familiarity with Customer Care and Billing (CCB)/Customer Cloud Service (CCS) and Outage Management Systems.

• Certification in CRM platforms (e.g., Oracle Siebel, Salesforce, Microsoft Dynamics).

• PMP or Agile/Scrum certification is a plus.

Fortuna operates as a staffing agency that sources screens and presents potential candidates for employment opportunities on behalf of our clients.

Fortuna was founded in 2012 by practicing professionals with more than 50 combined years of experience. Our headquarters is in McClellan, California with offices in Los Angeles and New York, and satellite offices in the Philippines and Israel. Fortuna is an active member of multiple California service agreements, including the CMAS, ITMSA (Tier 2), and CalPERS SpringFed Pool, as well as multiple municipalities and large corporation vendor pools

Career Site: www.gofortuna.com.

Salary : $95 - $105