Design Architect (remote)

Principal Architect – D365 Sales, Service & Martech Lead
This role will lead the design and implementation of IPH's Dynamics 365 Sales and Service architecture, integrated with MarTech and Customer Data Platform (CDP) capabilities to deliver unified, omnichannel customer experiences across all brands. This transformation is central to IPH's vision of becoming the global leader in pet health and insurance.
Reporting Structure

Chief Architect (Head of Architecture)
Marketing, Sales, Service Operations, Infrastructure, and Operations
Location: Remote/Hybrid – Chicago preferred
The D365 Sales, Service & Martech Lead will define and govern architecture for Dynamics 365 CE (Sales & Service), Customer Insights CDP, and the integrated marketing technology stack. This role ensures seamless orchestration of customer journeys, unified profiles, and compliance across ecosystems, enabling personalized engagement and agentic automation.
D365 Sales & Service Transformation: Architect and implement unified CRM for B2C and B2B journeys.
Connect D365 with marketing automation platforms (Braze, Adobe Marketo) for omnichannel activation.
Customer Data Platform (CDP): Enable Customer/Lead 360 profiles via Microsoft Customer Insights integrated with Calandra data platform.
Unified Experience: Deliver single pane of glass for agents with Talkdesk integration and Power Platform workflows.
CRM Architecture (30%)
Define architecture for D365 Sales and Service, including lead-to-loyalty and request-to-serve processes.
Implement case management, knowledge articles, and omnichannel engagement (voice, chat, social).

Integrate D365 CE with Braze, Adobe Marketo, and other MarTech tools for campaign orchestration.
Enable segmentation, personalization, and next-best-action decisioning using CDP data.

Data & Compliance Governance (15%)
Establish governance for marketing and CRM data, privacy, and consent management.
Align architecture with SOC 2, PCI DSS, GDPR, and CCPA compliance.

Develop roadmap for CRM and MarTech modernization aligned with IPH's digital transformation goals.
Platforms: Dynamics 365 CE (Sales, Service), Customer Insights CDP, Power Platform
Braze, Adobe Marketo, Dynamic Yield, Contentful
Azure API Management, Service Bus, Power Automate
Data & Analytics: Azure based - Calandra Data Platform, Databricks, Power BI
10+ years in CRM and MarTech architecture; Experience with marketing automation platforms and CDP integration
~ Familiarity with the insurance or financial services industry preferred

Unified CRM Adoption

• D365 Sales & Service live across brands
• Customer/Lead 360 profiles operational
• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Pet friendly office environment
• On the job training and skills development
• Employee Assistance Program (EAP)

Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process.
If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply.