CRM Dynamics 365 Platform Architect – Coca-Cola HBC

Department: Group Consumer and Customer Platforms

Location: location free within Coca-Cola Hellenic countries
Contract: Permanent 


At Coca Cola Hellenic we are embarking on a transformation journey to replace our current ageing CRM and bring new digital capabilities to enhance our end-to-end customer journey. We have chosen Microsoft Dynamics 365 as the platform to be at the heart of our transformation and are now developing and deploying next generation capabilities for our 8000+ Commercial team members across our 28 countries. This includes delivering key features such as an integrated Customer ‘360’ view, a new lead & opportunity management process, digital marketing automation, an enhanced contact centre & much more!


As the CRM Dynamics 365 Platform Architect you will be accountable for our end to end D365 architecture. Your key responsibility will be to oversee the design of our next generation CRM capability that is Customer centric & is focused on driving value for the whole of CCH. You will work closely with Product Owners, Product Managers, Scrum Masters and our enabling Platform teams.


  • Document, Own and maintain architecture artifact, including Wiki to describe solution design patterns ; such as context diagrams, data sequence diagrams , Landscape diagrams, etc using BPMN and UML annotations tools.
  • Oversees the design of the CRM Product Stream relating to Dynamics 365 Sales, Marketing & Service.
  • Work as part of the CRM Platform Team especially with the Platform Manager and Product Managers on defining Business Specification and splitting them in Backlog Items, providing sequence & effort/Story Points estimation.
  • Develop Solution Architecture standards for system integration for CRM and all satellite systems (SAP Commerce Cloud, SFA, Genesys CTI, SAP S/4, Winshuttle) Ensure the standards are followed and continuously improved collaborating with Integration Engineers internally and from 3rd parties.
  • Provide expert advice to project teams on use of D365 platform, including definition of requirements for platform architecture & design in alignment with the Digital Platform roadmap and Enterprise Architecture.
  •  Oversee critical steps within the Software Development Life Cycle that impact enterprise-wide development / architecture standards.
  •  Manage internal resources as well as augmented or externally sourced team members.
  • Manage API catalogue & design for re-usability and incremental, continuous improvements through DevOps approach + mind-set.
  •  Assist with incident response, troubleshooting, root cause analysis, and problem resolution.
  • Working very closely with Technical Lead, Scrum Masters & Product Managers on continuous improvements relating to performance, user experience, security and scalability.
  • Implement, coach and promote a DevOps mindset across the team.


  • 8+ years of IT experience in the design & architecture of customer systems across multiple technology domains.

  • Expertise in architecture & configuration of the Microsoft Dynamics 365 platform – in particular D365 Sales, Marketing, Service and Commerce.

  • Experience of working in Platforms & Products teams and successfully completing full project cycle for Key Strategic or International Projects.

  • Experience working within DevOps or DevSecOps environments and building agile product teams, experience of Azure DevOps beneficial.

  • Knowledge of SAP ERP, SAP Commerce Cloud & SAP CPI beneficial

  • Proven ability to work in a multi-cultural environment, working on a Global scale with stakeholders in multi countries.

  • Excellent project management skills, knowledge and experience in modern and agile project, product or platform delivery and management (SCRUM, SAFe, DevOps, IT Product Management).

  • Strong vendor management skills, knowledge and experience in vendor selection, contracting and collaboration with multiple vendors.


We are a family of over 36 000 engaged people in 29 countries. Each one of us is the secret ingredient of Coca-Cola HBC – one of the world’s largest bottlers and partner of The Coca-Cola Company. Our every day mission is to delight 715 million consumers by offering a choice of over 136 iconic global and favorite local brands, in the moments that matter, 24 hours a day, 7 days a week. We are a truly empowered and talented team that drives superior results by winning and learning every day in 29 countries, across 3 continents. Our success comes from us working together as one to make a positive difference for the local communities we serve.

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