Zaelab
B2B • eCommerce • SaaS
Zaelab is a leader in B2B digital transformation, offering enhanced digital experience solutions across industries including manufacturing, distribution, health and life sciences, and high-tech. It specializes in a variety of services such as user experience, content management, configure price & quote, guided selling, product management, and composable commerce. Zaelab partners with major platforms like Salesforce, Shopify, SAP, BigCommerce, Adobe Commerce, and commercetools to deliver optimal B2B, D2C, and marketplace commerce experiences. With the acquisition of Trellis, Zaelab expands its full-service digital agency capabilities to help businesses streamline operations, reduce inefficiencies, and achieve growth in a competitive market landscape.
Digital Consulting Architect, CRM
6 days ago
Zaelab
B2B • eCommerce • SaaS
Zaelab is a leader in B2B digital transformation, offering enhanced digital experience solutions across industries including manufacturing, distribution, health and life sciences, and high-tech. It specializes in a variety of services such as user experience, content management, configure price & quote, guided selling, product management, and composable commerce. Zaelab partners with major platforms like Salesforce, Shopify, SAP, BigCommerce, Adobe Commerce, and commercetools to deliver optimal B2B, D2C, and marketplace commerce experiences. With the acquisition of Trellis, Zaelab expands its full-service digital agency capabilities to help businesses streamline operations, reduce inefficiencies, and achieve growth in a competitive market landscape.
📋 Description
• Serve as the primary technical authority for CRM and workflow transformation initiatives, representing Zaelab in client-facing architectural discussions, solution reviews, and technical decision-making. • Lead architecture and functional design for CSM, FSM, and SOM implementations, ensuring alignment with business strategy, digital commerce goals, and platform best practices. • Design scalable and secure architectures that integrate with commerce platforms, ERP systems, CDPs, middleware, and adjacent enterprise systems. • Conduct technical assessments, evaluate current-state processes, and define future-state roadmaps for customer and service operations. • Perform hands-on configuration and technical development leveraging ServiceNow components (Flow Designer, REST/SOAP integrations, JavaScript, HTML/CSS, SSO, MID Server). • Troubleshoot complex technical issues, ensuring consistent delivery momentum and high-quality outcomes. • Mentor and guide developers, consultants, and cross-functional delivery teams on architecture patterns, technical practices, and quality standards. • Partner with Solution Engineering and Sales teams to scope engagements, propose architecture approaches, and communicate solution value to B2B clients. • Contribute to frameworks, reusable assets, client workshops, whitepapers, and participation in ServiceNow/SaaS community forums. • Work closely with Engineering, Product, and practice leadership to shape delivery methodologies, architecture standards, and Zaelab accelerators. • Drive the evolution of templates, technical playbooks, and repeatable implementation patterns.
🎯 Requirements
• 8+ years of experience in enterprise consulting or solution architecture, including complex platform implementations and integrations. • At least 2 years focused specifically on enterprise architecture, technical roadmaps, or large-scale transformation initiatives. • Strong functional and technical expertise in CSM, FSM, and/or SOM, ideally within B2B, Manufacturing, or Telecommunications environments. • Experience in digital commerce, service modernization, or customer experience transformation is a strong plus. • Demonstrated ability to engage and influence senior stakeholders, translating complex requirements into actionable architectural plans. • Deep knowledge of architecture principles, integration frameworks, and modern web technologies (JavaScript, XML, REST/SOAP, CSS, SSO, middleware, SaaS). • Proven experience designing or implementing AI-driven workflows or leveraging AI insights to improve service operations. • Nice to Have: ServiceNow certifications (CIS-CSM, CIS-SOM, CSA, CAD), CPQ/ordering expertise, ITIL, or PRM/partner experience. • Required Certifications (or obtained within designated timelines): • Certified System Administrator (within 60 days) • Certified Application Developer (within 90 days) • Certified Implementation Specialist – CSM & FSM (within 90 days) • Certified Technical Architect (within first year) • Equivalent Certifications (if coming from other CRM ecosystems): • Salesforce Architect • Salesforce Service Cloud Consultant • Salesforce Field Service Lightning
🏖️ Benefits
• Unlimited Vacation/PTO • Full Health Benefits and 401k Fixed Percentage Plan (USA only) RRSP (Canada) • Fully remote and distributed teams • Paid Parental Leave • Ongoing training and education opportunities • 0% Bureaucracy Culture - Focus is on responsibilities, not title
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